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The Agent Coaching feature provides real-time guidance to agents based on both user and agent messages. It offers insights into user emotions, empathy, and recommendations to help agents respond effectively during conversations.

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HINT_TEMPLATE

Hints provide information based on the User or Agent messages. 
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
  if (payload.event === 'HINT_TEMPLATE') {
    // Customize HTML if required
  }
});

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NUDGE_TEMPLATE

Nudges are also similar to hints, but they’re in the notification format. 
aaWindowInstance.on('BEFORE_VIEW_INIT', (html, payload) => {
  if (payload.event === 'NUDGE_TEMPLATE') {
    // Customize HTML if required
  }
});