Theme
Getting Started
Agent Assist appears automatically as a side panel in your agent desktop when a conversation starts. There is nothing to install or configure on your end -- your administrator enables it for your queue, and the panel activates as soon as a customer interaction is assigned to you.
Accessing the Panel
When a new conversation begins (chat, voice, or email), the Assist panel opens in your desktop. If the panel does not appear, confirm with your administrator that Agent Assist is enabled for your profile.
The panel remains active for the duration of the conversation and clears automatically when the interaction ends.
Panel Layout
Agent Assist widget showing two-column layout with transcript on the left and suggestion tabs on the right
The widget is divided into two main columns with a draggable divider between them:
Left Column: Transcript
The left side shows the live conversation transcript. As the customer and agent speak or type, messages appear here in real time.
- Voice calls: Speech is transcribed automatically and displayed as it's recognized
- Chat / messaging: Digital messages appear as they're sent
- Translations: If the customer speaks a different language, translations appear below each message in italics
You can scroll up to see earlier messages. The transcript panel can be hidden via the toggle in the header if you need more space for suggestions.
Right Column: Tabs
The right side has tabbed panels. Click a tab to switch between them. Your administrator controls which tabs are visible.
| Tab | Icon | Purpose |
|---|---|---|
| Assist | Lightbulb | AI-generated suggestions with sources, search bar, follow-up questions, and quick replies |
| Coach | Mortarboard | Real-time coaching guidance -- step-by-step playbook instructions or AI-generated advice |
| History | Clock | All past suggestions from the current conversation, with infinite scroll |
| Summary | Document | Auto-generated conversation summary with situation, action, and next steps |
| Analysis | Chart | Customer sentiment, conversation quality scores, key topics, talk time, and compliance |
You can toggle individual tabs on or off by clicking the tab icons in the header menu. At least one tab must remain visible.
Header
The header bar shows:
- Brand logo and name (customized by your organization)
- Connection status indicator (green = connected, amber = reconnecting)
- Tab toggle buttons to show or hide individual panels
How Suggestions Auto-Populate
As the customer speaks or types, Agent Assist captures the transcript in real time and sends it to the AI pipeline. The system:
- Classifies the customer's message to determine if a knowledge base search is needed
- Searches the knowledge base for relevant documents
- Generates a context-aware answer using the matched sources
- Streams the suggestion to your Assist tab -- you'll see the answer appear progressively as it's generated
You do not need to take any action for this to happen. Suggestions appear automatically as the conversation progresses.
Expanding and Collapsing Cards
Suggestion cards start in a collapsed state showing a preview of the answer. To see the full response:
- Click See more to expand a card and view the full answer, source citations, and feedback controls
- Click See less to collapse it back to the preview
TIP
Collapse older cards to keep the most recent suggestion visible without scrolling. You can always expand a previous card if you need to revisit it.
Copying and Sending Suggestions
Each suggestion card has action buttons:
- Copy -- Copies the answer text (with source citations) to your clipboard
- Send -- Available for digital conversations (chat, messaging, SMS). Sends the answer directly to the customer through your CCaaS platform
Widget Panels at a Glance
Assist Tab
The primary tab. Shows AI-generated knowledge suggestions with source citations, relevance scores, and feedback controls. Includes a search bar for manual queries and follow-up question chips (voice) or quick reply chips (chat/messaging).
See Suggestion Cards for details.
Coach Tab
Provides real-time coaching during conversations. Your organization's administrators create coaching playbooks with step-by-step guidance. The coach panel shows:
- The current playbook and active step
- Guidance text and sample responses you can copy
- Step completion tracking as you progress through the conversation
- A confidence score indicating how relevant the coaching is
Coaching can be deterministic (pre-defined playbook steps) or generative (AI-generated guidance based on the conversation context). Your administrator configures which mode is used.
History Tab
Shows all past suggestions from the current conversation in reverse chronological order. Useful for revisiting earlier answers when the conversation loops back to a previous topic. Loads more suggestions automatically as you scroll down.
Summary Tab
Displays an auto-generated summary of the conversation, updated periodically or on demand. The summary includes:
- Situation -- What the customer's issue is
- Action -- What steps have been taken
- Next Steps -- Recommended follow-up actions
You can edit the summary fields, and your edits are preserved even when the summary auto-refreshes. Use the Save button to push the summary to your CCaaS platform's wrap-up notes, or Download to export it as a PDF.
Analysis Tab
Provides real-time conversation analytics:
- Customer Sentiment -- Current emotional state with positive percentage
- Conversation Quality -- Scores for empathy, clarity, efficiency, and knowledge (out of 10)
- Key Topics -- Tags for subjects discussed
- Talk Time -- Agent vs. customer speaking percentage, silence duration, interruptions
- Coaching Tip -- AI-generated suggestion for improving the conversation
- Compliance & Risk -- Identity verification status, data privacy risk, escalation risk
You can download the analysis as a PDF report.
Next Steps
- Learn how suggestion cards work in detail: Suggestion Cards
- Understand source citations: Source Citations
- Try a manual knowledge search: Knowledge Search
- Learn how to provide feedback: Feedback