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
Limitations With Accounts Using AudioCodes
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

Additional Tools

AgentAssist Widget

The AgentAssist widget displays the agent bot and automation options that provide real-time assistance to the agent.

  • Agent Bot: Displays the list of Next Action suggestions based on the current conversation status and other interaction parameters.Agent Bot
  • Automations: Displays a list of pre-configured automated messages that agents can send to the customer based on the intent — for example, a Welcome message under General information or a Bill Payment Status message under Payments.
    Automation-drop-down

  • Proactive suggestions: Use this option to enable or disable AgentAssist auto suggestions for the next action.

Responses

Agents can send canned responses to customers based on their specific scenarios using the Responses widget.

SmartAssist has default response categories that include:

  • Greeting: Agents can send a welcome message like “Hello, How may I assist you?”
  • Conversational: Agents can send general conversation responses like a follow-up and delay.
  • Closing: Agents can send closing statements, feedback, request to fill up a survey, thank you, and chat again. They can also close the chat because of no response from the customer, etc.
  • Transfer: Agents can transfer the interaction to a manager or alternate chat group.
  • Abuse: Agents can use fair (initial) and final warning levels when the customer uses abusive language.
  • Privacy: Agents can send permission-based service responses that enhance conversational privacy.

These are permission-based service responses that enhance conversational privacy.
Responses-drop-down

User Info

You can view additional information about the customer in this section. If needed, you can customize this widget and add more information. 

For instructions on customizing the User Info widget, refer to the Set User Info guide.

History

The Conversation History widget shows the complete record of a customer’s past interactions. It displays the following details:

  • Date, year, and time of the conversation.
  • The total duration of the interaction.
  • Channel icon of the interaction.
  • Name of the automation use case and total wait time in seconds (specific to that use case).
  • For each specific interaction, it shows the following information:
    • Duration
    • Wait time
    • Final status

Internal Chat with Other Agents or Supervisors

As an agent, you can initiate an Internal Chat conversation if you face a challenge in resolving a customer issue. The agent console allows you to chat with other agents or supervisors and get assistance. This feature facilitates faster query resolution and increases customer satisfaction. Follow the below steps to initiate an Internal Chat conversation:

  1. Click the Internal Chat icon from the upper right corner of the Agent Console.
  2. A pop-up window will display the list of available agents. Select an agent by clicking the agent’s name to initiate an internal chat.
  3. You can now use the internal chat to call and message another agent and send attachments.

Keyboard Shortcuts

You can use keyboard shortcuts to quickly perform common actions. The following shortcuts are available for agents: 

  • Alt + Shift + > – Move to next conversation
  • Alt + Shift + < – Move to previous conversation
  • Alt + Shift + S – Cycle through the possible status values
  • Alt + Shift + A – Accept an assigned conversation
  • Alt + Shift + W – End an ongoing conversation
  • Alt + Shift + R – Transfer the currently active conversation
  • Alt + Shift + L – Logout from an existing session
  • Alt Shift N – Notes – Open notes on an active conversation

Related Links

Additional Tools

AgentAssist Widget

The AgentAssist widget displays the agent bot and automation options that provide real-time assistance to the agent.

  • Agent Bot: Displays the list of Next Action suggestions based on the current conversation status and other interaction parameters.Agent Bot
  • Automations: Displays a list of pre-configured automated messages that agents can send to the customer based on the intent — for example, a Welcome message under General information or a Bill Payment Status message under Payments.
    Automation-drop-down

  • Proactive suggestions: Use this option to enable or disable AgentAssist auto suggestions for the next action.

Responses

Agents can send canned responses to customers based on their specific scenarios using the Responses widget.

SmartAssist has default response categories that include:

  • Greeting: Agents can send a welcome message like “Hello, How may I assist you?”
  • Conversational: Agents can send general conversation responses like a follow-up and delay.
  • Closing: Agents can send closing statements, feedback, request to fill up a survey, thank you, and chat again. They can also close the chat because of no response from the customer, etc.
  • Transfer: Agents can transfer the interaction to a manager or alternate chat group.
  • Abuse: Agents can use fair (initial) and final warning levels when the customer uses abusive language.
  • Privacy: Agents can send permission-based service responses that enhance conversational privacy.

These are permission-based service responses that enhance conversational privacy.
Responses-drop-down

User Info

You can view additional information about the customer in this section. If needed, you can customize this widget and add more information. 

For instructions on customizing the User Info widget, refer to the Set User Info guide.

History

The Conversation History widget shows the complete record of a customer’s past interactions. It displays the following details:

  • Date, year, and time of the conversation.
  • The total duration of the interaction.
  • Channel icon of the interaction.
  • Name of the automation use case and total wait time in seconds (specific to that use case).
  • For each specific interaction, it shows the following information:
    • Duration
    • Wait time
    • Final status

Internal Chat with Other Agents or Supervisors

As an agent, you can initiate an Internal Chat conversation if you face a challenge in resolving a customer issue. The agent console allows you to chat with other agents or supervisors and get assistance. This feature facilitates faster query resolution and increases customer satisfaction. Follow the below steps to initiate an Internal Chat conversation:

  1. Click the Internal Chat icon from the upper right corner of the Agent Console.
  2. A pop-up window will display the list of available agents. Select an agent by clicking the agent’s name to initiate an internal chat.
  3. You can now use the internal chat to call and message another agent and send attachments.

Keyboard Shortcuts

You can use keyboard shortcuts to quickly perform common actions. The following shortcuts are available for agents: 

  • Alt + Shift + > – Move to next conversation
  • Alt + Shift + < – Move to previous conversation
  • Alt + Shift + S – Cycle through the possible status values
  • Alt + Shift + A – Accept an assigned conversation
  • Alt + Shift + W – End an ongoing conversation
  • Alt + Shift + R – Transfer the currently active conversation
  • Alt + Shift + L – Logout from an existing session
  • Alt Shift N – Notes – Open notes on an active conversation

Related Links