GETTING STARTED
Introduction to SmartAssist
Glossary
Minimum System and Browser Requirements
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Setup SmartAssist for Use With AgentAssist
Release Notes
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
Start
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
Widgets
Utils
AgentAssist Settings
SearchAssist
Widget Theming (Layout Customization)
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Reject Calls With a Delayed First Response
API Reference
API Setup
Rate Limits
API List
Integrations
Genesys Voice Bot
Genesys + Kore Voice Automation - Manual Installation Guide
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Kore Voice Automation (IVA) Integration with Zoom Contact Center (CC)
ID R&D Integration With Kore
Audit Report

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

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

BUSINESS USERS
Reports
Introduction
Reports List

Check Business Hours

This node is used to select the working hours and decide the next Action node to trigger when a customer query is incoming during business hours or outside of them.

To configure Check Business Hours, set up the following:

General Settings

  • Click the General Settings icon and provide the Custom Name by which to identify the node later.
  • Under Hours of Operation, select the hours of operation from the drop-down. Default Hours of Operation is auto created. You can add more hours of operation, should you need to.
  •  For Inside working hours, you can define a success path by selecting a node from the  Action dropdown list. The flow is directed to the selected node from the current node if a customer query is incoming during working hours.
  • Similarly for Outside working hours, you can define the path by selecting a node from Action dropdown. The flow is directed to the selected node from the current node if a customer query is incoming outside working hours.

Once setting up the node, your flow might look similar to the example below:

Error Handling

Use this section to handle system errors during customer interactions.

  • Your Message to User: The message that will be played or displayed to the customer. Select one of the following options from under Choose your message type:
    • Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.
      • Create a new prompt message to be played out for the Text to Speech message type by clicking + Create New. Enter a name for your message, type its contents and select the language.
      • Define multiple message types for the prompt message to be played to the customer by clicking + Add Another. In this case, one message will be randomly selected and played during runtime.
  • Audio File: You can type a new message to be played to the customer in the text field or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played.
  • Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.
  • Action: Select the node to which you want to direct the error handling flow and define the system behavior. Either select a node type to create the node or identify and select an existing node.

Check Business Hours

This node is used to select the working hours and decide the next Action node to trigger when a customer query is incoming during business hours or outside of them.

To configure Check Business Hours, set up the following:

General Settings

  • Click the General Settings icon and provide the Custom Name by which to identify the node later.
  • Under Hours of Operation, select the hours of operation from the drop-down. Default Hours of Operation is auto created. You can add more hours of operation, should you need to.
  •  For Inside working hours, you can define a success path by selecting a node from the  Action dropdown list. The flow is directed to the selected node from the current node if a customer query is incoming during working hours.
  • Similarly for Outside working hours, you can define the path by selecting a node from Action dropdown. The flow is directed to the selected node from the current node if a customer query is incoming outside working hours.

Once setting up the node, your flow might look similar to the example below:

Error Handling

Use this section to handle system errors during customer interactions.

  • Your Message to User: The message that will be played or displayed to the customer. Select one of the following options from under Choose your message type:
    • Text to speech: This option allows you to transcribe text to speech. Type the text to be transcribed in the textbox or select an already configured message.
      • Create a new prompt message to be played out for the Text to Speech message type by clicking + Create New. Enter a name for your message, type its contents and select the language.
      • Define multiple message types for the prompt message to be played to the customer by clicking + Add Another. In this case, one message will be randomly selected and played during runtime.
  • Audio File: You can type a new message to be played to the customer in the text field or click + Upload New to upload an audio file (.mp3 or .wav format) with the message to be played.
  • Link: Click + Create New to add the text of the message you want to play to the customer and insert the URL of an audio file in .mp3 or .wav format. Click + Add Another to add another message URL.
  • Action: Select the node to which you want to direct the error handling flow and define the system behavior. Either select a node type to create the node or identify and select an existing node.