Suggestion Cards

Suggestion cards are the primary way Agent Assist delivers information to you. Each card represents one AI-generated response to a customer query, complete with the answer, sources, and feedback controls.

imageExpanded suggestion card showing header with customer query, answer body with markdown, source citations, and feedback buttons

Anatomy of an expanded suggestion card

Card Anatomy

A suggestion card has four distinct sections from top to bottom:

Header

The header displays the customer query that triggered the suggestion. On the right side, a time badge shows how long the response took (in seconds).

Answer Preview / Full Answer

When collapsed, the card shows a short preview of the answer (the first ~125 characters). When expanded, the full AI-generated answer is rendered in markdown:

• Paragraphs of explanatory text
• Bullet or numbered lists for step-by-step instructions
• Bold and italic text for emphasis
• Inline citation numbers referencing the source documents below (e.g., [1], [2])

The answer is designed to be read directly to the customer or adapted into your own words.

Sources Section

Below the answer (visible only when expanded), source cards show the documents that informed the response. Each source includes the document title, a link to the original document, a page number (for PDFs), a content snippet, and a relevance score. Each source also has its own feedback buttons.

See Source Citations for full details.

Action Buttons

Each card has action buttons:

Button	Icon	Description
Copy	content_copy	Copies the answer text and source citations to clipboard. Always available.
Send	send	Sends the answer text directly into the customer conversation. Only appears for digital conversations (chat, messaging, SMS) when the send_message feature is enabled by your administrator.
See more / See less	open_in_full / close_fullscreen	Toggles between the full answer view and the collapsed preview.

Feedback Buttons

On the right side of the action row, thumbs-up and thumbs-down buttons let you rate the answer quality. Your feedback directly improves future suggestions. See Answer Feedback for details.

Expand and Collapse Behavior

Cards manage screen space with expand and collapse:

• New cards appear in a collapsed state showing a short preview, so multiple suggestions don't overwhelm the panel.
• Click "See more" on any card to expand it and view the full answer, sources, and per-source feedback.
• Click "See less" to collapse back to the preview.
• Sources and per-source feedback are only visible when a card is expanded.

TIP

Expand the most recent card to read the full answer, and leave older cards collapsed. You can always expand a previous card if you need to revisit it.

Source Count Indicator

When a card is collapsed, a small source count badge appears below the preview text (e.g., "3 source(s)"). This gives you a quick indication of how well-supported the answer is without expanding the card.

Multiple Suggestions Stacking

Each new customer utterance can generate a new suggestion card. Cards stack in reverse chronological order -- the newest card appears at the top of the panel. Older cards shift downward.

If a customer asks several questions in rapid succession, you will see multiple cards appear in quick succession. Each card is independent and addresses its specific query.

Streaming Answers

imageSuggestion card mid-stream with answer text appearing progressively

A suggestion card streaming its answer in real time

Suggestion cards use streaming delivery. Rather than waiting for the full answer to generate before displaying it, content appears progressively:

1. Sources appear first -- As soon as the system finds relevant documents, source citations are attached to the card.
2. The answer streams in -- Text appears word by word as the LLM generates it. You can start reading before the answer is complete.
3. The card finalizes -- Once complete, the time badge updates with the total response time, and feedback buttons become fully active.

This streaming approach means you can start reading source documents immediately and the answer within the first second or two.

Timing Indicator

Each suggestion card displays a timing badge in the header:

Metric	Description
Total Time	The elapsed time from when the customer query was captured to the completion of the full answer. Displayed as seconds (e.g., "2.3s"). Hover over the badge to see the exact millisecond value.

WARNING

Timing values can vary depending on query complexity, knowledge base size, and current system load. Consistently high values may indicate a configuration issue -- contact your administrator if you notice degraded performance.

Next Steps

• Learn about the source documents attached to each card: Source Citations
• Understand how to rate suggestion quality: Answer Feedback