The Overview section provides a high-level introduction to the key configuration areas within Agent Assist. It helps you understand how different settings work together to shape your chat operations, team efficiency, and platform performance.

Perfect for:

• First-time administrators
• Understanding system controls
• Getting familiar with core features
• Planning your configuration strategy

User Management enables comprehensive control over your team structure and access permissions.

Key Features:

• User Administration: Add, remove, and manage user accounts
• Team Creation: Organize agents into logical teams and departments
• Agent Status Configuration: Define availability statuses and working states
• Message Permissions: Control who can send, receive, and manage conversations
• Role Assignment: Assign appropriate access levels and permissions
• Feature Access Control: Manage which features each user can access

Benefits:

• Ensures smooth coordination across support and sales teams
• Maintains operational security and compliance
• Provides appropriate visibility levels for different roles

Streamline operations with intelligent automation and routing configurations.

Automation Capabilities:

• Smart Routing Logic: Direct chats to the most relevant agent or team
• Automation Rules: Set up triggers and actions for common scenarios
• Workflow Configuration: Design multi-step processes for complex interactions
• Template Management: Create and manage response templates
• Conditional Logic: Set up if-then rules for dynamic responses

Impact:

• Reduces manual effort and response times
• Maintains consistency in customer interactions
• Ensures proper escalation and routing
• Improves overall operational efficiency

Enhance agent efficiency and maintain service quality with powerful productivity features.

Available Tools:

• Custom Views: Create personalized dashboards and conversation filters
• Custom Fields: Add specific data points for better tracking
• Tagging System: Categorize and organize conversations effectively
• Canned Responses: Quick access to standardized replies
• SLA Management: Set and track service level agreements
• Performance Metrics: Monitor and improve response quality

Results:

• Faster response times and improved efficiency
• Better conversation prioritization and organization
• Standardized service quality across teams
• Enhanced performance tracking and optimization

Configure AI-powered assistance to enhance agent productivity and response quality.

AI Features:

• Text Generation: AI-assisted drafting and content creation
• Ace LLM Integration: Advanced language model capabilities
• Smart Suggestions: Contextual response recommendations
• Tone Enhancement: Improve communication style and professionalism

Note: This feature is currently in Alpha phase, with continuous improvements and new capabilities being added.

Benefits:

• Faster response drafting and improved quality
• Consistent tone and messaging across interactions
• Enhanced agent confidence with AI-powered suggestions

Essential system-level configurations for security, integration, and platform administration.

Core Settings:

• Account Configuration: Basic account settings and preferences
• Authentication Methods: SSO, 2FA, and security protocols
• Webhook Integrations: Connect with external systems and tools
• API Configuration: Set up and manage API connections
• Security Settings: Data protection and access controls
• Integration Management: Third-party tool connections

Ensures:

• Secure connectivity and data protection
• Smooth integration with business tools
• Compliance with security requirements
• Reliable system performance and monitoring