Agent Assist Configuration

once agent assist is installed, users can configure how it works across platforms like salesforce, jira, and servicenow using the enjo dashboard this includes managing its appearance, ai suggestions, chat behavior, and ai agent routing the configuration is organized into the following sections general recommendations chat agent mapping general manage the overall visibility and appearance of the agent assist widget enable agent assist toggle agent assist on or off across your workspace when disabled, the widget will not appear in ticketing systems logo upload a custom logo that will be shown in the widget interface name define the display name shown to users within the widget launch button text customize the text on the button that opens the widget recommendations control how the ai provides summaries, suggestions, and generates knowledge from cases case summary automatically generates a summary of the case to give agents a quick overview users can decide the length of summary and select specific case fields in the summary as well ai answer shows a suggested ai generated response using the mapped ai agent’s knowledge knowledge base (kb) generation converts resolved cases into reusable knowledge articles that can be referenced in the future resolution note field choose the field that contains the resolution details used to generate kb articles additional case fields add more fields from the case to include additional context in the generated kb article image support allow the ai to analyze attached images and include that information in summaries or kb content chat configure how live agents interact with agent assist during support workflows conversation starters this settings helps display predefined prompts to help agents begin a conversation with the ai question context this setting includes key case fields to be utilised in ai prompts to improve the relevance of responses for each field selected, customize it to align with your company’s specific terminology (e g , change "account id" to "customer account number") once you’ve renamed the fields, click save to apply the changes these changes will now be reflected in ai answers , case summary and kb generated customer context these settings include selecting the customer's name and email from their profile data to help the ai generate personalized replies enjo branding show or hide enjo branding in the chat interface agent mapping assign specific ai agents to handle certain types of cases based on filters and rules to create a mapping click add mapping select the ai agent to be used select if you want to enable agent assist for all cases or specific cases define filters (e g , issue type, priority) to control when the widget appears click save you can create multiple mappings to handle different routing logic based on ticket or case fields but you can only map one ai agent for one widget setup