Agent Assistant
- Product Knowledge
AVAILABLE FROM VERSION 3.40.0
What’s about
Agent Assistant is the feature which allows to Agents to be helped by AI Assistants configured in AI prompts section.
in this way Agents can find answers for customers thanks to the AI Assistants, by asking help on internal messenger and on textual channels (SMS, Chat, WhatsApp and Openchannel).
Requirements
You can configure Assistant thanks to your OpenAI Account with OpenAI as provider (by inserting your apikey in cloud provider section)
On your license you need to enable Agent Assistant Feature
You can configure your Assistants in AI Prompts section, by uploading business files and associating them to the created Assistants
Agent Assistant Configuration
After Assistant configuration, you have to associate channels and agents to the desired Assistant.
Specifically, from the tab Advanced of a textual channel Account (e.g. chat Websites) it is possible to see an AI card in which you can select from the dropdown menu an XCALLY Agent Assistant
Then you need to enable agents to use the Assistant, so you can edit the desired agent in Staff section, click on the AI Assistant icon to Add AI Assistant to Agent and select the Assistant(s) from the modal to associate it
Finally, if you want, it’s possible to enable the Quick Assistant button to add a quick open button in the sidebar.
So in General Settings, you have to enable the toogle Agent Assistant quick button
In this way the agent can see the quick botton in the bottom corner and when he clicks the icon, it should open the sidebar directly in the assistants tab.
If instead the agent has only one Assistant assigned, the specific assistant is opened directly.
Agent Assistant on textual channels
XCALLY Agent Assistant has been added also to channels such as SMS, Chat, WhatsApp and Openchannel
By selecting the desired Assistant in the Advanced tab of the Account channels, during conversations with customer, on each inbound message, agent can see, in the upper right corner, a button to ask help to the XCALLY Agent 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 inside an editable text area.
Agent can modify the answer given by the assistant and then Send Answer. Or Agent can closes the modal to decline the response and he returns to the conversation with the client
Customer views the answer in the snippet chat
Demo Video
Agent Assistant on internal messenger
XCALLY Agent can dialogue generally with a virtual agent through Internal Messenger section (so not related to a specific conversation).
Consider that it’s possible to enable Agent Assistant tab on Internal Messanger, even if you decide to disable chat internal messages with other agents
In this case, by opening the menu on the right
So agent can choose the desired virtual assistant and by clicking on it, the conversation starts: agent writes the question and the Assistant provides the answer, by searching information in files uploaded in the Assistant
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