AI Agent Assistants
FROM VERSION 3.40.0
Overview
AI Agent Assistant is a feature that enables human agents to receive real-time support from AI-powered virtual assistants. These assistants are configured in the AI prompts section and can provide context-aware answers during customer interactions across multiple text-based channels—such as SMS, Email, Chat, WhatsApp, and Open Channel—as well as through the internal messenger.
As agents interact with customers, the AI Agent Assistant automatically assists by retrieving and suggesting relevant answers based on company knowledge sources uploaded to the configured assistant. This reduces response time and enhances customer service efficiency.
Requirements
OpenAI configuration: you must have an OpenAI account set as the provider and insert your OpenAI API Key in the cloud provider section
The Agent Assistant feature must be enabled on your XCALLY license
In AI Prompts section you can create and configure AI Assistant, by uploading business files and associating them to the created Assistants
AI Agent Assistant Configuration
After creating an Assistant, you need to associate it with the desired communication channels and agents.
Open the Advanced tab of a textual channel Account (e.g. chat Websites)
In the Tools section select the preferred XCALLY AI Agent Assistant from the dropdown menu.
Then you need to enable agents to use the Assistant:
Navigate to the Staff section
Edit the desired agent profile
Click the AI Assistant icon to open the configuration modal
Select one or more Assistants to associate with that agent
Finally, if desired, to allow agents quick access to their assistants:
Go to General Settings.
Enable the toggle Agent Assistant Quick Button.
This will add a quick access icon in the bottom corner of the agent interface.
If multiple assistants are assigned, clicking the icon opens the Assistants tab in the sidebar.
If only one assistant is assigned, the assistant chat opens directly.
AI Agent Assistant on textual channels
The AI Agent Assistant is fully integrated into all text-based communication channels—including SMS, Chat, WhatsApp, Email, and Open Channel.
For SMS, Chat, WhatsApp and Openchannel, from the Advanced tab of the account configuration, select the desired Assistant.
During live customer conversations, agents will see a “Get help from XCALLY Assistant” button in the top-right corner.
When clicked:
A modal window opens, displaying the message:
“XCALLY Assistant help has been requested. Please wait for a response from the virtual assistant.”
The assistant processes the query and returns an answer in an editable text area.
The agent can:
Edit the response before sending it
Sent the the AI-enhanced response
Close the modal to ignore the suggestion and return to the conversation with the client
Once sent, the customer receives the AI-enhanced response directly in the chat interface
Instead, for mail channel, the agent can view this button to Get help from XCALLY Assistant
By clicking on the button, a modal will open with a loader and the message “XCALLY Assistant help has been requested. Please wait for a response from the virtual assistant”
The Assistant’s answer will appear directly inside the editable mail area.
Agent can modify the answer and then Send it.
Demo Video
AI Agent Assistant in internal messenger
Agents can also interact with AI Assistants directly within the Internal Messenger—outside of specific customer conversations.
It’s possible to enable AI Agent Assistant tab on Internal Messanger, even if you decide to disable chat internal messages with other agents
In this case, in the Internal Messenger menu on the right 
By clicking on a listed assistant, the agent can start a dedicated conversation:
The agent sends a question
The assistant responds using information from the uploaded files linked to that configuration
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