---
title: "What is Team Assist?"
slug: "what-is-team-assist"
updated: 2026-06-10T08:10:17Z
published: 2026-06-10T08:10:17Z
canonical: "help.gladly.com/what-is-team-assist"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What is Team Assist?

**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

![Customer support conversation about a 20% trail gear promo code and recommendations.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/team assist overview.png)

> [!NOTE]
> 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.

*Customer* or C*ustomers* refers to the people you support through Gladly who buy or use your products or services.*Conversation*

or

*Conversations*

(with a capital "C") provides a holistic view of Customer communications and interactions contained in the Conversation Timeline.