Agent Assist

The icon for the AgentAssist action - a monitor with a speech bubble coming out of it. The speech bubble contains two circles next to each other.

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

The icon for a Generic script type - a rectangle with < and > symbols inside it. The icon for the Email script type - a large @ symbol in a diamond. The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape. The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it. The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line. The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it. The icon for the SMS script type - a smart phone with a chat bubble coming out of it. The icon for the Digital script type - a computer monitor with a smartphone next to it.
Generic Email Chat Phone Voicemail Work Item SMS Digital

Supported Agent Assistants

You can use the Agent Assist action with Google Contact Center AI.

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.


Property Details

The name of the agent assist application.  This property is populated by Agent Assist Hub.


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 customParam object in JSON format. For example, customParamjson.


Branch Details
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.