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Agent Assist Setup

Set up an Endpoint

To configure your Endpoint:

  1. Go to Deploy > Endpoints.
  2. Go to your Webchat Endpoint.
  3. Scroll down to Handover Settings and select Cognigy Live Agent from the list.
  4. Go to the Agent Assist (beta) section.
  5. In the Agent Assist Flow field, select the name of the Agent Assist Flow you've created in the previous step.
  6. Click Save.

The Endpoint setup is completed.

Test Agent Assist

To test Agent Assist, follow these steps:

  1. Start a Webchat session.
  2. Complete the handover process to Live Agent.
  3. Once the handover is complete, send a message as an Agent.
  4. After that, send a message as the user in Webchat.

Once the human agent receives this message, the testing behavior will vary depending on how you configured the Endpoint beforehand:

  1. The human agent will receive a dropdown menu Assist.
  2. In this menu, the human agent will find the results from the Flow sent via Agent Assist.
  3. The human agent can click the blue arrow to forward content to the user.

If the testing is successful, the Agent Assist setup is complete.