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

Defaults

In SmartAssist, Defaults refer to the default behavior. Defaults are set up to handle situations that occur regularly during customer interactions. SmartAssist comes with in-built default experiences for common events like Welcome Messages, Agent Transfers, Non-responsive customers, etc. You can also modify these experiences and messages to suit your requirements. 

Since customer interactions are substantially different based on the medium, defaults are divided based on the channel of interaction. Additionally, each default scenario has its own set of properties. 

To access the defaults, follow the below steps: 

  1. Log in to SmartAssist with valid credentials.
  2. On the left pane, click Defaults.
  3. On the Defaults page, you can find the default messages categorized based on the channel of interaction:
    1. Phone Experiences
    2. Chat Experiences
  4. Click a message to customize. For example, Welcome Message or No Response message.

Defaults

In SmartAssist, Defaults refer to the default behavior. Defaults are set up to handle situations that occur regularly during customer interactions. SmartAssist comes with in-built default experiences for common events like Welcome Messages, Agent Transfers, Non-responsive customers, etc. You can also modify these experiences and messages to suit your requirements. 

Since customer interactions are substantially different based on the medium, defaults are divided based on the channel of interaction. Additionally, each default scenario has its own set of properties. 

To access the defaults, follow the below steps: 

  1. Log in to SmartAssist with valid credentials.
  2. On the left pane, click Defaults.
  3. On the Defaults page, you can find the default messages categorized based on the channel of interaction:
    1. Phone Experiences
    2. Chat Experiences
  4. Click a message to customize. For example, Welcome Message or No Response message.