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

Testing

After you set up use cases, default experiences, and other SmartAssist settings, you can test the SmartAssist experience with the SmartAssist testing tab. 

The testing tab provides you an option to preview or simulate the experience of your customers using SmartAssist. You can simulate a phone call or a chat message and run through the required automation and deflection scenarios up until the pre-transfer messages. Along with the preview, you can see the chat log detailing, messages exchanged, and the intent identified and executed.

You must deploy SmartAssist before you can start testing the Use Cases.

Following are the typical scenarios that you can test quickly using the testing feature: 

Default Experience

You can set up defaults easily within SmartAssist. This helps you to simulate the customer experience and resolve any non-obvious issues with your default flows quickly using the testing feature. 

Deflection Experience

You can simulate a deflection experience within the testing section with its support for both voice and chat channels. 

Automation Use Cases

You can test any scenarios with the testing feature if you have set up any automation use cases within SmartAssist. With the keypad, you can simulate customer inputs and other similar flows easily.

Testing

After you set up use cases, default experiences, and other SmartAssist settings, you can test the SmartAssist experience with the SmartAssist testing tab. 

The testing tab provides you an option to preview or simulate the experience of your customers using SmartAssist. You can simulate a phone call or a chat message and run through the required automation and deflection scenarios up until the pre-transfer messages. Along with the preview, you can see the chat log detailing, messages exchanged, and the intent identified and executed.

You must deploy SmartAssist before you can start testing the Use Cases.

Following are the typical scenarios that you can test quickly using the testing feature: 

Default Experience

You can set up defaults easily within SmartAssist. This helps you to simulate the customer experience and resolve any non-obvious issues with your default flows quickly using the testing feature. 

Deflection Experience

You can simulate a deflection experience within the testing section with its support for both voice and chat channels. 

Automation Use Cases

You can test any scenarios with the testing feature if you have set up any automation use cases within SmartAssist. With the keypad, you can simulate customer inputs and other similar flows easily.