GETTING STARTED
Introduction to AgentAssist
Architecture and Configuration
Glossary
FAQ
Release Notes
Recent Updates
Previous Versions

SET UP AgentAssist
AgentAssist Setup Guide
Sign Up for AgentAssist
Conversation Automation
Automations Board
Create a Bot
Add Multiple Bots
Create Use Cases
Overview
FAQs Setup
Create Dialog Tasks
Welcome Events
LLM and Generative AI
Search AI
Agent Coaching
Playbook
Customizing the AgentAssist Widget
Configure Auto Summarization with Custom Dialog Tasks
Feedback Settings
Widget Theming (Layout Customization)

INTEGRATIONS
AgentAssist Integration with Third-Party Applications
Amazon Connect
Amazon Connect with AgentAssist Voice Installation Guide
Amazon Connect with AgentAssist Chat Using Custom CCP
Amazon Connect with AgentAssist – Voice via AWS Third Party Applications
Channels
Voice
Configure Voice Channel
Configure Speech Recognition
Chat
SmartAssist
Configure AgentAssist
Demos
Voice Demo
Chat Demo
Salesforce
OmniChannel
Omni-Channel Configuration - Chat
AgentAssist Configuration - Chat
Genesys CTI
AgentAssist Voice Integration
NICE-CTI
AgentAssist Voice and Chat
AgentAssist Chat
Demos
Voice Demo
Chat Demo
Zendesk
Set up AgentAssist for Zendesk
Genesys
AgentAssist Integration with Genesys - Manual Setup Instructions
Agent AI Integration with Genesys Cloud CX
Set Up AgentAssist for Genesys
Change AgentAssist Bot in Genesys
Integrate Kore.ai Bot on Genesys Cloud CX Messaging
NICE MAX Desktop
Talkdesk
Twilio

AGENT EXPERIENCE
AgentAssist Widget
Bot Override and Automations

ANALYTICS
Conversation Logs
Dashboard
Agent AI ROI Analyzer (Beta)
APIs
Raw Data API v1
Raw Data API v2
Conversation Summary Trigger

Welcome Event

Welcome Events are pre-configured messages or prompts that are automatically triggered when a conversation is assigned to an agent in the AgentAssist platform. Welcome Events guide agents to handle inquiries effectively by streamlining workflows, lowering their Average Handle Times (AHT), reducing repetition, and contributing to enhanced customer satisfaction.

Managers can configure Welcome Events to provide consistent and relevant information to agents at the start of a conversation. These events can be used for chat, voice, and email interactions.

On this page, you can configure the welcome experience when the AgentAssist widget is launched by defining the Welcome Event activities for agents. It has three sections:

  • Configure On-Connect Dialog Task
  • Configure Greeting Messages
  • Priority Settings

Configure On-Connect Dialog Task

In this section, you can select a pre-configured dialog task and channel and choose to extract intents from the selected dialog task when the AgentAssist widget is launched.

Steps to Configure the On-Connect Dialog Task

  1. Sign in to AgentAssist.
  2. Click CONFIGURATION > Welcome Event.
  3. Click to expand the Configure On-Connect Dialog Task section.
  4. Click the toggle button to enable it (if it’s in Disabled status).
  5. Select a channel – Chat, Voice, or Email.
  6. Select a configured dialog task from the Select Dialog list.
  7. Select the Extract intents from On-Connect Dialog task radio button.
  8. Click Save.

Configure Greeting Messages

In this section, you can customize greeting messages at the beginning of the conversation. Also, you can add new greeting messages and copy from existing greeting messages for agents to use when communicating with customers through the AgentAssist widget. You can edit, delete, enable, or disable existing messages.

Steps to Configure Greeting Messages

  1. Click CONFIGURATION > Welcome Event.
  2. Click to expand the Configure Greeting Messages section.
  3. Click the toggle button to enable it (if it’s in Disabled status).
  4. Select a channel – Chat, Voice, or Email.
  5. Click + Add Message > New Messages to add a new greeting message.

  6. Enter the new greeting message in the Message box and click Add.

    The new greeting message gets added to the list of existing messages.
  7. Click Copy from Chat to copy existing messages in Chat.
    Note: Copy from Voice appears for the Chat channel and Copy from Chat appears for the Voice channel.

    1. Select the Welcome Messages button to select all the existing messages or select individual messages one by one.
      Click Confirm.
    2. All selected messages appear in the list of existing messages.
  8. Click Display Random Message to enable all configured messages and randomly display any three on the agent’s screen.

  9. Click the down-arrow to change message language.
  10. Click the edit button against an existing message to modify it. Make the changes and click Update.
  11. Click the delete button against an existing message to delete it. On the Delete Message popup, click Yes.
  12. Click the enable or disable toggle against a message to enable or disable it.
  13. Click Save.

Priority Settings

In this section, you can select what to run first between the dialog tasks and greeting messages.

Steps to Set Priority

  1. Click CONFIGURATION > Welcome Event.
  2. Click to expand the Priority Settings section.
  3. Select the radio button On-Connect Dialog Task or Greeting Messages.

  4. Click Save.

 

Welcome Event

Welcome Events are pre-configured messages or prompts that are automatically triggered when a conversation is assigned to an agent in the AgentAssist platform. Welcome Events guide agents to handle inquiries effectively by streamlining workflows, lowering their Average Handle Times (AHT), reducing repetition, and contributing to enhanced customer satisfaction.

Managers can configure Welcome Events to provide consistent and relevant information to agents at the start of a conversation. These events can be used for chat, voice, and email interactions.

On this page, you can configure the welcome experience when the AgentAssist widget is launched by defining the Welcome Event activities for agents. It has three sections:

  • Configure On-Connect Dialog Task
  • Configure Greeting Messages
  • Priority Settings

Configure On-Connect Dialog Task

In this section, you can select a pre-configured dialog task and channel and choose to extract intents from the selected dialog task when the AgentAssist widget is launched.

Steps to Configure the On-Connect Dialog Task

  1. Sign in to AgentAssist.
  2. Click CONFIGURATION > Welcome Event.
  3. Click to expand the Configure On-Connect Dialog Task section.
  4. Click the toggle button to enable it (if it’s in Disabled status).
  5. Select a channel – Chat, Voice, or Email.
  6. Select a configured dialog task from the Select Dialog list.
  7. Select the Extract intents from On-Connect Dialog task radio button.
  8. Click Save.

Configure Greeting Messages

In this section, you can customize greeting messages at the beginning of the conversation. Also, you can add new greeting messages and copy from existing greeting messages for agents to use when communicating with customers through the AgentAssist widget. You can edit, delete, enable, or disable existing messages.

Steps to Configure Greeting Messages

  1. Click CONFIGURATION > Welcome Event.
  2. Click to expand the Configure Greeting Messages section.
  3. Click the toggle button to enable it (if it’s in Disabled status).
  4. Select a channel – Chat, Voice, or Email.
  5. Click + Add Message > New Messages to add a new greeting message.

  6. Enter the new greeting message in the Message box and click Add.

    The new greeting message gets added to the list of existing messages.
  7. Click Copy from Chat to copy existing messages in Chat.
    Note: Copy from Voice appears for the Chat channel and Copy from Chat appears for the Voice channel.

    1. Select the Welcome Messages button to select all the existing messages or select individual messages one by one.
      Click Confirm.
    2. All selected messages appear in the list of existing messages.
  8. Click Display Random Message to enable all configured messages and randomly display any three on the agent’s screen.

  9. Click the down-arrow to change message language.
  10. Click the edit button against an existing message to modify it. Make the changes and click Update.
  11. Click the delete button against an existing message to delete it. On the Delete Message popup, click Yes.
  12. Click the enable or disable toggle against a message to enable or disable it.
  13. Click Save.

Priority Settings

In this section, you can select what to run first between the dialog tasks and greeting messages.

Steps to Set Priority

  1. Click CONFIGURATION > Welcome Event.
  2. Click to expand the Priority Settings section.
  3. Select the radio button On-Connect Dialog Task or Greeting Messages.

  4. Click Save.