Agent Assist
Every Assist configuration running today: what it reads, what it produces, and what it is allowed to do.
11 of 11 configurations
Order issues2
| Configuration | Interfaces | Category | Output fields | Actions | Acceptance | Status |
|---|---|---|---|---|---|---|
| Case DispositionFills case disposition fields from the live conversation and posts them to the case. | Voice, Chat | Order issues | 5 | 4 | 78% | Active |
| Returns and replacementsGuides the agent through the replacement policy and creates the replacement order. | Voice, Chat | Order issues | 2 | 1 | 81% | Active |
Account management1
| Configuration | Interfaces | Category | Output fields | Actions | Acceptance | Status |
|---|---|---|---|---|---|---|
| Renewal briefPrepares renewal talking points before and during account meetings. | Meetings | Account management | 2 | 1 | — | Draft |
Billing · Disputes1
| Configuration | Interfaces | Category | Output fields | Actions | Acceptance | Status |
|---|---|---|---|---|---|---|
| Billing dispute helperExplains the charge in dispute and drafts the adjustment. | Voice, Chat | Billing · Disputes | 2 | 1 | 84% | Active |
Compliance · Verification1
| Configuration | Interfaces | Category | Output fields | Actions | Acceptance | Status |
|---|---|---|---|---|---|---|
| Identity verificationWalks the agent through identity checks and records the result. | Voice | Compliance · Verification | 2 | 1 | 91% | Active |
Support · General2
| Configuration | Interfaces | Category | Output fields | Actions | Acceptance | Status |
|---|---|---|---|---|---|---|
| Email triage and replyClassifies inbound email and drafts the first reply. | Support · General | 2 | 1 | 72% | Active | |
| Chat answer assistSuggests the answer with the article behind it during chat. | Chat | Support · General | 2 | 1 | 69% | Active |
Retention1
| Configuration | Interfaces | Category | Output fields | Actions | Acceptance | Status |
|---|---|---|---|---|---|---|
| Cancellation saveSurfaces the right retention offer when a customer asks to cancel. | Voice, Chat | Retention | 2 | 1 | 58% | Paused |
Service · Scheduling1
| Configuration | Interfaces | Category | Output fields | Actions | Acceptance | Status |
|---|---|---|---|---|---|---|
| Appointment bookingFinds a slot and books the field visit during the call. | Voice | Service · Scheduling | 2 | 1 | 88% | Active |
All categories1
| Configuration | Interfaces | Category | Output fields | Actions | Acceptance | Status |
|---|---|---|---|---|---|---|
| Post-conversation summaryWrites the summary and posts it to the case after wrap-up. | No interface (runs in the background) | All categories | 2 | 1 | — | Active |
Voice of customer1
| Configuration | Interfaces | Category | Output fields | Actions | Acceptance | Status |
|---|---|---|---|---|---|---|
| Detractor follow-upDrafts the follow-up task when a survey score is low. | No interface (runs in the background) | Voice of customer | 2 | 1 | — | Draft |
Where Assist appears
Hosts enabled for this workspace
- Edge desktop overlay
- Enabled · 28 seats
- Salesforce LWC
- Enabled
- iFrame embed
- Enabled
- Thunai Workspace
- Enabled
Shared guardrails
Applied to every configuration
- Payment card and bank details are redacted before the model sees them
- No suggestion is auto-sent without an agent action
- Every backend write is written to the audit log