Team Assist is an AI feature built directly into the agent workspace. It works alongside your Agents throughout a Customer Conversation, helping them:
Read the live Conversation
Query the knowledge base
Get up to speed, ask questions, and draft responses
Agents retain control of the Conversation
Agents always review and send; Team Assist never sends or acts on behalf of the human agent automatically.
What Team Assist can do
Team Assist helps Agents across four main tasks.
Get caught up quickly. The Catch me up button gives agents an instant summary of the current Conversation: what the Customer needs, what's been attempted, and where things stand. This replaces the manual work of reading through a full Conversation before responding.
Understand the full Customer picture. The Summarize this customer button pulls from the Customer's profile and Conversation Timeline to give Agents a complete snapshot: profile details, current context and preferences, and a brief summary of each past interaction across channels.
Ask questions in plain language. Agents can type any question into Team Assist about policy, past interactions, or what to do next, and get a grounded answer drawn from the knowledge base and the context of the current Conversation.
Draft and refine responses. Agents can ask Team Assist to draft a reply. The draft is grounded in knowledge base content and the specific context of the customer and conversation. Agents can then ask Team Assist to adjust the tone, change the approach, or try again before using the draft.
How Team Assist works
Team Assist reads from both public and private Answers in your knowledge base, as well as the Customer's profile, Conversation history, and live order data. Each response includes an Answers referenced section that lists the knowledge base articles used to generate it, so Agents can verify what a draft is based on.
Team Assist sessions are specific to individual Agents. What one Agent says to Team Assist is not visible to other agents working on the same conversation, though an agent can share a link to their session if a handoff is needed.
Team Assist responds only when an Agent prompts it. It does not proactively generate responses or take any action on its own.