Configure a Custom Fallback Message for Self-Service Agent

You might need to take additional steps to enable this feature based on your organization's subscription service agreement. Your organization is either on the Main Service Agreement (MSA) or the Universal Main Service Agreement (UMSA). To determine your organization's subscription service agreement:

Select your profile avatar on Workday Community.

Select

Profile

On your profile page, select your organization's name, which is beneath your name and next to your job title.

View your

Subscription Service Agreement

value.

If the value is:

UMSA
, the feature is automatically available. Keep data contributions enabled to ensure full agent functionality. For more information on Machine Learning data contributions, see Concept: Workday AI for Universal Main Subscription Agreement Customers.

MSA
, your organization must opt in to UMSA and enable this feature through Innovation Services.

UMSA is required for non-production and production tenants for Workday-Built agents. UMSA is not required for non-production tenants for self-built agents.

For information about how using agents impacts your Flex Credits, see: Workday Flex Credits Community page.

We recommend that you opt in to the

People Experience

Help

service on the

Innovation Services And Data Selection Opt-In

report before you sign the UMSA or change your data hosting region. This prevents a 14 day waiting period limitation for Self-Service Agent to ingest your policy documents.

Set Up Agent System of Record.

As you configure the Self-Service Agent, you can set a custom message that displays for users when they encounter an issue with their self-service request. Although you configure the message on the Guide skill, the message applies to all skills across the entire agent.

Access the

Agent Management Hub

report.

Select the

Unregistered Workday Agent

tab.

For the

Self-Service Agent

, click

Select the

Confirm

check box, and then click

to complete the registration.

Workday moves the

Self-Service Agent

to the

Agent Registry

tab.

Select the

Agent Registry

tab and then click on the Self-Service Agent
name to configure the agent.

From the agent's profile view, click

Configure Agent

On the Guide skill, click

Create Fallback Message

. As you configure the custom fallback message, consider:

Option	Description
Fallback Message	Enter the message that you want to display for users when they encounter an issue.
Link Text	If you want to include a link with the fallback message, specify the link text here.
Link URL	If you want to include a link with the fallback message, specify the link URL here.

Although you configure the message on the Guide skill, the message applies to all skills across the entire agent.

Click

to save the message.

Click

Save

to finish configuring the Self-Service Agent.

The custom fallback message will display for users if they encounter an issue with their self-service request.