Agent Assist
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Integrates agent assist applications such as Google Contact Center AIinto your script. Agent assist applications assess live interactions and display relevant or useful information to the agent in the agent application, such as MAX. Information can include things such as knowledge base articles or FAQs. Double-clicking this action opens Agent Assist Hub, where you can manage all of your agent assist apps. |
Supported Script Types
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Generic | Chat | Phone | Voicemail | Work Item | SMS | Digital |
Supported Agent Assistants
You can use the Agent Assist action with
Agent assistants require configuration in addition to adding the action to your script. Refer to the topic about your agent assistant provider for more information.
Properties
Property | Details |
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assistLaunchConfigName |
The name of the agent assist application. |
scriptParams |
The name of the variable that holds data to pass to the agent assist application. The data must be defined in a Snippet action using the Script Params code snippet. Enter the the name of the variable you use in the snippet to hold the contents of the |
Branches
Branch | Details |
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Default | Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined. |
OnError | Path taken when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable should be populated with a condensed explanation of the problem. |
Snippet Action Code
The ScriptParams property requires a Snippet action with code to define the parameters.