Using Agent Assist

2 min read

In this article, you'll learn how to use the Agent Assist tab in the Inbox to get AI-generated answers, conversation summaries, and knowledge drafts while handling a conversation.

This article covers Agent Assist as it appears inside the Inbox. For configuring Agent Assist in external helpdesks (Jira, Salesforce, ServiceNow, Zendesk), see Configure Agent Assist.

How Agent Assist works

The Agent Assist tab is on the right panel, next to the Details tab. It surfaces AI-generated context so you can pick up a conversation quickly without reading the full history.

Agent Assist has three sections, each designed to save time at a different stage of handling a conversation.

AI Answer

Displays an AI-generated response to the customer's request, drawn from your connected knowledge sources. The answer includes a Generated on timestamp.

Use the AI Answer to:

Copy it into the reply composer and send it directly if it accurately addresses the request.
Edit it before sending to add specifics or adjust tone.
Use it as a reference while drafting your own response.

💡 The AI Answer is generated from the same knowledge sources your AI Agent uses. If the answer looks incomplete, check that relevant knowledge sources are connected and up to date.

Summary

A concise AI-generated summary of the conversation so far. It covers what the customer asked, what actions were taken, and where things stand.

Use the Summary to:

Get up to speed quickly on a conversation assigned to you.
Review what happened before responding to a returning customer.

The summary reflects the conversation at the time it was generated. Click the refresh icon to regenerate it with the latest messages included.

Generate Knowledge

Turns the resolved conversation into a draft knowledge article. Use this when a conversation surfaces an answer that isn't yet in your knowledge base.

To generate a knowledge article:

Open a resolved conversation.
In the Agent Assist tab, expand the Generate Knowledge section.
Review the generated draft.
Click the edit icon to refine it before saving.

💡 Review the generated draft before publishing. The AI uses the conversation context to generate the article, but accuracy depends on the quality of the conversation and the resolution provided.

What's next

Real-Time Translation — Translate customer messages and your replies in the Inbox.
Agent Assist Knowledge — Configure the knowledge sources Agent Assist draws from.

AI Answer

Displays an AI-generated response to the customer's request, drawn from your connected knowledge sources. The answer includes a Generated on timestamp.

Use the AI Answer to:

Copy it into the reply composer and send it directly if it accurately addresses the request.

Edit it before sending to add specifics or adjust tone.

Use it as a reference while drafting your own response.

💡 The AI Answer is generated from the same knowledge sources your AI Agent uses. If the answer looks incomplete, check that relevant knowledge sources are connected and up to date.

Summary

A concise AI-generated summary of the conversation so far. It covers what the customer asked, what actions were taken, and where things stand.

Use the Summary to:

Get up to speed quickly on a conversation assigned to you.

Review what happened before responding to a returning customer.

The summary reflects the conversation at the time it was generated. Click the refresh icon to regenerate it with the latest messages included.

Generate Knowledge

Turns the resolved conversation into a draft knowledge article. Use this when a conversation surfaces an answer that isn't yet in your knowledge base.

To generate a knowledge article:

Open a resolved conversation.

In the Agent Assist tab, expand the Generate Knowledge section.

Review the generated draft.

Click the edit icon to refine it before saving.

💡 Review the generated draft before publishing. The AI uses the conversation context to generate the article, but accuracy depends on the quality of the conversation and the resolution provided.