Team Assist is a conversational AI panel in the agent workspace that helps you get context, ask questions, and draft responses, all without leaving the Conversation. This article covers how to use it day-to-day.
Open Team Assist
Team Assist appears as a panel on the right side of the agent workspace. Click the Team Assist icon to open it.
To give yourself more room, select the expand icon (
) in the top corner of the panel to open Team Assist in a larger view. The expand option pops Team Assist out as a window overlaying the Conversation view.
Quickstart selections
When Team Assist opens on a new session, it shows the Customer's name and two default buttons: Catch me up and Summarize this customer. These appear at the start of each session, before any prompts have been sent.
Getting caught up on a Conversation
Select Catch me up to get a summary of the current Conversation. Team Assist tells you what the Customer needs, what's been done so far, and where things stand. It focuses on the substance of the conversation and skips internal details like routing changes or topic metadata.
Summarize the Customer
Select Summarize this customer to get a full snapshot of the Customer's profile and history. The summary includes:
Profile: Customer details, loyalty status, CSAT score, lifetime value, and join date
Preferences/context: What the customer is shopping for or interested in, based on the current conversation
Conversation quips: A dated list of past interactions across channels, with a one-line summary of each
Ways to use Team Assist
Beyond the quickstart buttons, you can type anything into the Chat with Gladly AI field to ask questions or request a response draft. Team Assist draws from your knowledge base and the full context of the conversation to respond.
Ask questions
Type any question into the Chat with Gladly AI field and press Enter. You can ask about policy, the customer's history, what to do next, or anything else relevant to the conversation. Team Assist draws from your knowledge base and the current conversation context to answer.
Each response includes an Answers referenced section listing the knowledge base articles used. Select any article title to view the full content inline.
Request a response draft
Ask Team Assist to draft a reply. You can type something like "Help me draft a response to this message" or "Draft a response apologizing for the delay." Team Assist generates a reply grounded in your knowledge base and the specific context of this Customer and Conversation.
When a draft is ready:
Select Use to load it into the composer, where you can edit it before sending
Select the Retry icon to generate a new version
Ask Team Assist to adjust the tone, length, or approach by typing a follow-up prompt
The draft loads into the correct Channel composer automatically. Team Assist never sends on your behalf.
Refine a draft
After a draft is generated, you can continue prompting to adjust it. Type instructions like "make it more apologetic" or "make it shorter" and Team Assist will revise. You can go back and forth as many times as you need before using the draft.
Manage your session
Your Team Assist session is unique to you. Other Agents on the same Conversation cannot see your session unless you share a link.
To access session options, select the three-dot menu (⋮) in the top corner of the Team Assist panel:
Clear session resets the conversation and returns to the starting buttons. This cannot be undone, and any previously copied session link will no longer show the cleared content.
Copy link to session copies a link you can share with another agent so they can view your session. This is useful when handing off a conversation mid-shift.
Provide feedback on responses
Each Team Assist response includes feedback controls beneath it: copy, thumbs up, and thumbs down. Use the thumbs up or thumbs down to indicate whether a response was helpful.
