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

Agent Settings

Agent Settings lets you configure the settings that apply to all agents across SmartAssist.

Go to CONFIGURATION > USER MANAGEMENT > Agent Settings to view and edit the following:

  1. Answer Mode: These settings let you define how conversations get answered on each channel (Digital – Chats, and Emails, as well as Voice).
  2. Conversation Status Control: These options let you define how conversation status behaves and the messages triggered by status changes.
  3. Call Recording Control: These settings let you configure call recording behavior. If enabled, you can further enable options to allow Agents and Virtual Assistants to Pause/Resume call recording.
  4. Transfers: This section lets you define settings related to External Transfers, Skill Match, and Transfer Destination Control.
  5. Skill Modification: You can decide if the agents can modify skills attached to a conversation.
  6. Auto Logout: Administrators can configure this setting to specify a period of inactivity that automatically logs out agents.
  7. Snooze: This setting allows agents to temporarily pause conversations that are waiting for a reply from the customer’s end or any necessary action or item on the agent’s side.

These settings are grouped and presented as closed groups when first opening the Settings screen. Click any group to view its corresponding options.

Answer Mode

Chats

  • Manual: Agents must click Accept to begin chatting with the next customer. Set the acceptance timeout for agents before a chat returns to the queue by entering the number of minutes and seconds.
  • Auto: Chats are auto-answered, and the agent does not need to click ‘Accept’. Set the first response timeout for agents to respond to new chats.

Voice

  • Manual: Agents must click ‘Accept’ to begin their voice interaction with the next customer.

  • Auto: Calls are auto-answered. The agent does not need to click ‘Accept’.

Emails

  • Manual: Agents must click ‘Accept’ to begin their email interaction with the next customer. Set the acceptance timeout for agents before an email returns to the queue by entering the number of minutes and seconds.

  • Auto: Emails are auto-accepted, and the agent does not need to click ‘Accept’.

Conversation Status Control

The Conversation Status Control settings are available for the following channels: Live Chat, Messaging, Voice, and Emails.

Different statuses apply to each channel. Watch the short demo below to see what these look like in SmartAssist, and read the following sections for details on available statuses and their configuration.

Conversation Statuses by Channel (Live Chat, Messaging, and Voice)

Conversation statuses apply in certain conditions for specific channels. These are listed in the table below: 

Status Applicability Channel Message Variables
On Connect When the agent connects Live Chat, Messaging (Configurable). To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Voice To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name
Due Reminder For Agent If the agent’s response time is greater than the set percentile of overdue conversations. Live Chat, Messaging. To Agent Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Overdue If the agent has not responded for the set amount of time (in minutes and seconds). Live Chat, Messaging. To Agent Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Agent Inactivity If the agent has not responded to an overdue conversation for the set time (in minutes and seconds). Live Chat To Agent Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Snooze If agent marked the customer on Snooze. Live Chat,
Messaging.
To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time,
Snooze Open Time.
To Agent Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name,
Elapsed Time, Expired Time,
Snooze Open Time.
Idle Reminder For Customer If the customer’s response time is greater than the set percentile of total idle customer conversations. Live Chat, Messaging. To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Idle If the customer has not responded for the set amount of time (in minutes and seconds). Live Chat, Messaging. To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Auto Expire If the customer’s response time is greater than the set amount of time (in minutes and seconds). Live Chat To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
To Agent Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name
On Interruption If the agent disconnects unexpectedly. Live Chat, Messaging. To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
On Close If the agent closes the conversation. Live Chat, Messaging (Configurable). To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.

Conversation Statuses by Channel (Email)

Status Applicability Channel Message Variables
Overdue If the agent has not responded for the set amount of time (in hours and minutes). Email To Agent Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
Due Reminder for Agent Inactivity If the agent’s response time is under the set amount of time (in hours). Email To Agent Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
Agent Inactivity The conversation will be moved back to Queue, once it turns overdue if the agent has not responded for the set amount of time (in hours and minutes). Email To Agent Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
Snooze If agent marked the customer on Snooze. Live Chat,
Messaging.
To User Elapsed Time, Expired Time,
Time Left to Inactivity,
Time Left to Expiry.
To Agent Elapsed Time, Expired Time,
Time Left to Inactivity,
Time Left to Expiry.

Agent Offline If an agent gets disconnected unexpectedly, conversations will wait in queue for a set amount of time (in hours and minutes). Email To Agent
Customer Idle If the customer has not responded for the set amount of time (in hours and minutes) since the last agent response. Email To User Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
Due Reminder for Auto Expiry If the customer’s response time is under the set amount of time (in hours) before Auto Expiry. Email To User Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
Auto Expire Once the conversation turns idle if the customer does not respond for the set amount of time (in hours and minutes) the interaction expires. Email To User Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
To Agent Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
On Close If the conversation is closed by the agent. Email To User Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.

Conversation Status Configuration

For each status, you can configure the following: 

  1. The response time after which the status should trigger: This can be set in either as a percent value of a total or as minutes and seconds.
    1. The statuses for which you can set a percent value are: Due Reminder For Agent, and Idle Reminder For Customer.
    2. The statuses for which you can set a response time (in minutes and seconds) are: Overdue, Agent Inactivity, Idle, and Auto Expire.
    3. The statuses that do not require percentile or response time configuration are: On Connect, On Interruption, and On Close.

      The following applies to emails:
    4. The statuses for which you can set a response time (in hours) are Due Reminder for Agent Inactivity, and Due Reminder for Auto Expiry.
    5. The status for which there is no response time is On Close.
    6. The statuses for which you can set a response time (in hours and minutes) are Overdue, Agent Inactivity, Agent Offline, Customer Idle, and Auto Expire.
  2. The messaging goes out to either the user or the agent. Status Messages can be edited by clicking the Edit icon under the Message column.
    1. Each status lets you edit the message text, add variables and select the language.
    2. To add a variable, place the cursor where you want to insert the variable, click the Variable field, then select the one you need. This adds a variable placeholder in your message text, which will be replaced with contextual information once the message reaches its recipient. You can select more than one variable within the same message.
      For example: {{agentFirstName}} becomes Christine Mark.

      See the tables in
      Conversation Statuses by Channel (Live Chat, Messaging, and Voice) and Conversation Statuses by Channel (Email) for details on available variables.
  3. Configurable Agent Transfers Messages and Optional Conversational Status Control for ‘On Connect’ and ‘On Close’ (digital channels only): 
    • If enabled, the conversation status control messages will be sent.

      NOTE: By default the conversation status control messages are enabled.

    • If disabled, the conversation status control messages will not be sent.
      On Connect:

      On Close:

Once you configure your Conversation Statuses and Messaging, click Save at the bottom right of the Agent Settings screen. 

Call Recording Control

By default, SmartAssist records all voice interactions. SmartAssist admins can disable call recording for all voice interactions.

Allow Agent to Pause/Resume

By default, the Allow Agent to Pause/Resume feature is disabled. However, admins can enable it for agents handling voice interactions, allowing them to pause the recording during the call.

Allow Virtual Assistant Dialogs to Pause/Resume

By default, the Allow Virtual Assistant to Pause/Resume feature is disabled. However, admins can enable it for virtual assistants (automation) handling voice interactions, allowing them to pause the recording when collecting Personally Identifiable Information (PII).

Recorded calls are accessible to supervisors on the Dashboard’s Interactions tab. The interactions are not recorded in the interactions tab for the duration that the recording was stopped/paused.

Changes to the Call Recording Control settings are logged on the Kore.ai Bots Admin Console > Analytics > Audit Report page.

Transfers

Transfer to External Contacts

If enabled, this option allows agents to transfer ongoing customer calls to the external contacts list, via the Agent Console. Please see Agent Console > Transfer Interactions to learn more.

Enforce Skill Match for Transfers

If enabled, the system considers skills while finding an agent, during a queue transfer. If disabled, the system ignores skills while finding an agent, during a queue transfer.

Transfer Destinations

Supervisors can decide where agents can transfer interactions: 

  • Queues & Agents: Agents can transfer interactions to queues and other individual agents.
  • Queues only: Agents can transfer interactions only to queues.

Skill Modification

If enabled, the system allows agents to modify skills attached to an interaction.

You can select from the following options:

  • Live Interaction: Selecting this option lets agents modify skills from the skills bar on the Live Interaction window.
  • Transfer: Selecting this option lets agents modify skills when transferring an interaction.

Auto Logout

This feature allows administrators to specify the period of inactivity after which auto logout occurs. By default, auto logout is disabled.

Enabling the setting allows administrators to configure the following rules:

Auto Logout: The period of inactivity after which auto logout occurs. The default setting is 8 hours.
Due Reminder for Auto Logout: The time duration before auto logout when the alert message appears.

Snooze

This feature allows agents to temporarily pause conversations that are awaiting a response from the customer or require any necessary action from the agent. 

By default, the snooze functionality is disabled. Administrators can turn on the Snooze toggle to enable the functionality.

Agent Settings

Agent Settings lets you configure the settings that apply to all agents across SmartAssist.

Go to CONFIGURATION > USER MANAGEMENT > Agent Settings to view and edit the following:

  1. Answer Mode: These settings let you define how conversations get answered on each channel (Digital – Chats, and Emails, as well as Voice).
  2. Conversation Status Control: These options let you define how conversation status behaves and the messages triggered by status changes.
  3. Call Recording Control: These settings let you configure call recording behavior. If enabled, you can further enable options to allow Agents and Virtual Assistants to Pause/Resume call recording.
  4. Transfers: This section lets you define settings related to External Transfers, Skill Match, and Transfer Destination Control.
  5. Skill Modification: You can decide if the agents can modify skills attached to a conversation.
  6. Auto Logout: Administrators can configure this setting to specify a period of inactivity that automatically logs out agents.
  7. Snooze: This setting allows agents to temporarily pause conversations that are waiting for a reply from the customer’s end or any necessary action or item on the agent’s side.

These settings are grouped and presented as closed groups when first opening the Settings screen. Click any group to view its corresponding options.

Answer Mode

Chats

  • Manual: Agents must click Accept to begin chatting with the next customer. Set the acceptance timeout for agents before a chat returns to the queue by entering the number of minutes and seconds.
  • Auto: Chats are auto-answered, and the agent does not need to click ‘Accept’. Set the first response timeout for agents to respond to new chats.

Voice

  • Manual: Agents must click ‘Accept’ to begin their voice interaction with the next customer.

  • Auto: Calls are auto-answered. The agent does not need to click ‘Accept’.

Emails

  • Manual: Agents must click ‘Accept’ to begin their email interaction with the next customer. Set the acceptance timeout for agents before an email returns to the queue by entering the number of minutes and seconds.

  • Auto: Emails are auto-accepted, and the agent does not need to click ‘Accept’.

Conversation Status Control

The Conversation Status Control settings are available for the following channels: Live Chat, Messaging, Voice, and Emails.

Different statuses apply to each channel. Watch the short demo below to see what these look like in SmartAssist, and read the following sections for details on available statuses and their configuration.

Conversation Statuses by Channel (Live Chat, Messaging, and Voice)

Conversation statuses apply in certain conditions for specific channels. These are listed in the table below: 

Status Applicability Channel Message Variables
On Connect When the agent connects Live Chat, Messaging (Configurable). To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Voice To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name
Due Reminder For Agent If the agent’s response time is greater than the set percentile of overdue conversations. Live Chat, Messaging. To Agent Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Overdue If the agent has not responded for the set amount of time (in minutes and seconds). Live Chat, Messaging. To Agent Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Agent Inactivity If the agent has not responded to an overdue conversation for the set time (in minutes and seconds). Live Chat To Agent Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Snooze If agent marked the customer on Snooze. Live Chat,
Messaging.
To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time,
Snooze Open Time.
To Agent Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name,
Elapsed Time, Expired Time,
Snooze Open Time.
Idle Reminder For Customer If the customer’s response time is greater than the set percentile of total idle customer conversations. Live Chat, Messaging. To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Idle If the customer has not responded for the set amount of time (in minutes and seconds). Live Chat, Messaging. To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
Auto Expire If the customer’s response time is greater than the set amount of time (in minutes and seconds). Live Chat To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
To Agent Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name
On Interruption If the agent disconnects unexpectedly. Live Chat, Messaging. To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.
On Close If the agent closes the conversation. Live Chat, Messaging (Configurable). To User Agent Full Name, Agent First Name, Agent Last Name, Agent Nick Name Elapsed Time, Expired Time.

Conversation Statuses by Channel (Email)

Status Applicability Channel Message Variables
Overdue If the agent has not responded for the set amount of time (in hours and minutes). Email To Agent Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
Due Reminder for Agent Inactivity If the agent’s response time is under the set amount of time (in hours). Email To Agent Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
Agent Inactivity The conversation will be moved back to Queue, once it turns overdue if the agent has not responded for the set amount of time (in hours and minutes). Email To Agent Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
Snooze If agent marked the customer on Snooze. Live Chat,
Messaging.
To User Elapsed Time, Expired Time,
Time Left to Inactivity,
Time Left to Expiry.
To Agent Elapsed Time, Expired Time,
Time Left to Inactivity,
Time Left to Expiry.

Agent Offline If an agent gets disconnected unexpectedly, conversations will wait in queue for a set amount of time (in hours and minutes). Email To Agent
Customer Idle If the customer has not responded for the set amount of time (in hours and minutes) since the last agent response. Email To User Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
Due Reminder for Auto Expiry If the customer’s response time is under the set amount of time (in hours) before Auto Expiry. Email To User Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
Auto Expire Once the conversation turns idle if the customer does not respond for the set amount of time (in hours and minutes) the interaction expires. Email To User Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
To Agent Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.
On Close If the conversation is closed by the agent. Email To User Elapsed Time, Expired Time, Time Left to Inactivity, Time Left to Expiry.

Conversation Status Configuration

For each status, you can configure the following: 

  1. The response time after which the status should trigger: This can be set in either as a percent value of a total or as minutes and seconds.
    1. The statuses for which you can set a percent value are: Due Reminder For Agent, and Idle Reminder For Customer.
    2. The statuses for which you can set a response time (in minutes and seconds) are: Overdue, Agent Inactivity, Idle, and Auto Expire.
    3. The statuses that do not require percentile or response time configuration are: On Connect, On Interruption, and On Close.

      The following applies to emails:
    4. The statuses for which you can set a response time (in hours) are Due Reminder for Agent Inactivity, and Due Reminder for Auto Expiry.
    5. The status for which there is no response time is On Close.
    6. The statuses for which you can set a response time (in hours and minutes) are Overdue, Agent Inactivity, Agent Offline, Customer Idle, and Auto Expire.
  2. The messaging goes out to either the user or the agent. Status Messages can be edited by clicking the Edit icon under the Message column.
    1. Each status lets you edit the message text, add variables and select the language.
    2. To add a variable, place the cursor where you want to insert the variable, click the Variable field, then select the one you need. This adds a variable placeholder in your message text, which will be replaced with contextual information once the message reaches its recipient. You can select more than one variable within the same message.
      For example: {{agentFirstName}} becomes Christine Mark.

      See the tables in
      Conversation Statuses by Channel (Live Chat, Messaging, and Voice) and Conversation Statuses by Channel (Email) for details on available variables.
  3. Configurable Agent Transfers Messages and Optional Conversational Status Control for ‘On Connect’ and ‘On Close’ (digital channels only): 
    • If enabled, the conversation status control messages will be sent.

      NOTE: By default the conversation status control messages are enabled.

    • If disabled, the conversation status control messages will not be sent.
      On Connect:

      On Close:

Once you configure your Conversation Statuses and Messaging, click Save at the bottom right of the Agent Settings screen. 

Call Recording Control

By default, SmartAssist records all voice interactions. SmartAssist admins can disable call recording for all voice interactions.

Allow Agent to Pause/Resume

By default, the Allow Agent to Pause/Resume feature is disabled. However, admins can enable it for agents handling voice interactions, allowing them to pause the recording during the call.

Allow Virtual Assistant Dialogs to Pause/Resume

By default, the Allow Virtual Assistant to Pause/Resume feature is disabled. However, admins can enable it for virtual assistants (automation) handling voice interactions, allowing them to pause the recording when collecting Personally Identifiable Information (PII).

Recorded calls are accessible to supervisors on the Dashboard’s Interactions tab. The interactions are not recorded in the interactions tab for the duration that the recording was stopped/paused.

Changes to the Call Recording Control settings are logged on the Kore.ai Bots Admin Console > Analytics > Audit Report page.

Transfers

Transfer to External Contacts

If enabled, this option allows agents to transfer ongoing customer calls to the external contacts list, via the Agent Console. Please see Agent Console > Transfer Interactions to learn more.

Enforce Skill Match for Transfers

If enabled, the system considers skills while finding an agent, during a queue transfer. If disabled, the system ignores skills while finding an agent, during a queue transfer.

Transfer Destinations

Supervisors can decide where agents can transfer interactions: 

  • Queues & Agents: Agents can transfer interactions to queues and other individual agents.
  • Queues only: Agents can transfer interactions only to queues.

Skill Modification

If enabled, the system allows agents to modify skills attached to an interaction.

You can select from the following options:

  • Live Interaction: Selecting this option lets agents modify skills from the skills bar on the Live Interaction window.
  • Transfer: Selecting this option lets agents modify skills when transferring an interaction.

Auto Logout

This feature allows administrators to specify the period of inactivity after which auto logout occurs. By default, auto logout is disabled.

Enabling the setting allows administrators to configure the following rules:

Auto Logout: The period of inactivity after which auto logout occurs. The default setting is 8 hours.
Due Reminder for Auto Logout: The time duration before auto logout when the alert message appears.

Snooze

This feature allows agents to temporarily pause conversations that are awaiting a response from the customer or require any necessary action from the agent. 

By default, the snooze functionality is disabled. Administrators can turn on the Snooze toggle to enable the functionality.