GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Configuration

To start using SmartAssist, you must configure the application. Here is how a typical customer interaction works. A customer reaches out to your business over your prescribed channel and is greeted with a welcome message along with a set of topics that they need help with. Customers then go through this tree-based logic till they find a resolution or are connected to a human agent.

With SmartAssist, customers can start by directly stating their intent. For example, a calling user is prompted to tell us the reason for calling. If they’re calling to inquire about the status of a previous request, they are provided an automated update. If they’re calling to cancel a service or ask for a refund, you can set up rules that can transfer them directly to an agent or something else that provides a quick resolution.

Configuration

To start using SmartAssist, you must configure the application. Here is how a typical customer interaction works. A customer reaches out to your business over your prescribed channel and is greeted with a welcome message along with a set of topics that they need help with. Customers then go through this tree-based logic till they find a resolution or are connected to a human agent.

With SmartAssist, customers can start by directly stating their intent. For example, a calling user is prompted to tell us the reason for calling. If they’re calling to inquire about the status of a previous request, they are provided an automated update. If they’re calling to cancel a service or ask for a refund, you can set up rules that can transfer them directly to an agent or something else that provides a quick resolution.