Bot-assisted agent guidance

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - This feature is released. Jan 31, 2020

Feature details

Bot-driven conversation context-based recommendations can help agents resolve issues faster. Some potential capabilities that can be built are:

  • Suggest quick replies based on the conversation context.
  • Knowledge article suggestions for agent to share with customer.
  • Suggestions on the next best action that can be taken by the agent.
  • Similar-case suggestion for current conversation.

See also

Smart Assist (docs)