Skip to main content

Configuration: Activate Assistants

Assistants are AI-powered modules that activate during calls based on configuration and activation policies. Common Assistant types include Guidecard, Notify, Evaluation, and Reminder.

Written by Trish Griffin
Updated this week

Knowledge Guidecard Assistant

Enable the Knowledge Guidecard Assistant

The Knowledge Guidecard Assistant surfaces relevant questions and instructions from Guidecards in real time.

Step 1: Go to Settings in Assist

From ASSIST, click the user initials on the bottom left. Click “Settings” to open the admin settings.

Step 2: Go to Assistants

Within the Settings page, go to “Assistants” on the left side to configure assistants

Step 3: Add Assistant

When trying to add a new Assistant, click “Add Assistant” in the upper right corner

Step 4: Configure Knowledge Guidecard Assistant

  1. Fill out the desired name of the assistant

  2. Select Assistant Type = "Guidecard." It is recommended to name it “Knowledge Guidecard” because it will pull from all Knowledge Guidecards that were uploaded, and will adjust to any future edits made in Knowledge.

  3. Click Create Assistant

Step 5: Go to Edit the Knowledge Protocol

Click the pencil icon to view and edit the Knowledge Guidecard

Step 6: View and edit the Knowledge Guidecard Assistant

Once configured, there should not be much to edit for the Guidecard itself since all edits should be made within Knowledge. However, admins can edit the Assistant Theme (color) and view the Guidecards that are being used in ASSIST. The critical question color will determine what color those questions appear in the Questions tab during a live call. Note if a Guidecard is available in Knowledge, but not ASSIST, make sure that Guidecard is published within Knowledge.

Step 7: View and edit the CAD Integration Settings

Once a Guidecard is uploaded, the admin should edit the CAD integration settings if they are integrated to their CAD.

  • Approve answers before sending: ASSIST will take each answer that the caller provides, do some AI smoothing of that answer to remove redundancy or irrelevance within that answer, and then send that answer into the CAD notes. Admins can enable the need for call takers to approve any answers before sending into CAD

  • Send answer overrides as CAD notes: Admins can allow overrides to answers to update the CAD comments. For example, if the caller initially says there are no weapons involved, but then say there is a rifle nearby, then the AI would override that answer and could automatically update CAD.

    • Override prefix: Admins can append a prefix to any overrides, which will be automatically prepended to any override that ASSIST sends into CAD

  • Add a prefix to CAD notes for critical questions: Admins can enable a prefix for any answer to a critical question, as defined in Knowledge.

    • Critical question prefix: Admins can append a prefix to any note that answers a critical question, which will be automatically prepended to any critical question’s answer that ASSIST sends into CAD

Step 8: Activate the Knowledge Guidecard Assistant

  • Click Save Changes at the bottom, then

  • Click Activate

Once a Guidecard is defined and the Admin feels confident in all configuration settings, they must publish that version of the assistant. If new versions are added later, those will also need to be explicitly activated. One Guidecard assistant can be activated at a given time.

Notify Assistant

Enable the Notify Assistant

The Notify Assistant alerts other users (typically supervisors) to live calls based on desired activation policies

Step 1: Go to Settings in Assist

From ASSIST, click the user initials on the bottom left. Click “Settings” to open the admin settings.

Step 2: Go to Assistants

Within the Settings page, go to “Assistants” on the left side to configure assistants

Step 3: Add Assistant

When trying to add a new Assistant, click “Add Assistant” in the upper right corner

Step 4: Configure a Notify Assistant

  1. Fill out the desired name of the notification assistant

  2. Select Assistant Type = Notify

  3. Click Create Assistant

Step 5: Go to Edit a Notify Assistant

Click the pencil icon to go edit the notify assistant

Step 6: View and Edit a Notify Assistant

Once you have created a Notify assistant, you must edit the activation policy, the notification message, and the desired notification recipients. The activation policy is natural language around when the notification should be sent. The notification message is the specific messaging that will be shown to the notified recipient. Lastly, the notify users selector is the list of user(s) that should be notified based on the criteria.

Once you have created a Notify assistant, you must...

  1. Edit the activation policy (the activation policy is natural language around when the notification should be sent)

  2. Draft the notification message (The notification message is the specific messaging that will be shown to the notified recipient)

  3. Identify the desired notification recipients (the notify users selector is the list of user(s) that should be notified based on the criteria)

  4. Save

Step 7: Save and Activate Assistant

Once the Admin has completed configuring and editing the notify assistant, they must save their changes and activate the assistant for it to be used in live calls

Evaluation Assistant

Enable the Evaluation Assistant

Evaluation Assistant provides a checklist of desired evaluation criteria based on a selected Evaluation Template in QA

Step 1: Go to Settings in Assist

From ASSIST, click the user initials on the bottom left. Click “Settings” to open the admin settings.

Step 2: Go to Assistants

Within the Settings page, go to “Assistants” on the left side to configure assistants

Step 3: Add Assistant

When trying to add a new Assistant, click “Add Assistant” in the upper right corner

Step 4: Configure Evaluation Assistant

  1. Fill out the desired name of the Evaluation assistant

  2. Select Assistant Type = Evaluation

  3. Click Create Assistant

Note: There is a limitation to how many criteria can appear in the assistant, so it is recommended to select an evaluation criteria with specific, universal criteria.

Step 5: Go to Edit Evaluation Assistant

Click the pencil icon to go view and edit the evaluation assistant

Step 6: Edit the Evaluation Assistant

Note: Determine if the assistant should be active during all parts of the call, that can be enabled with “Always activate this assistant.”

  1. Enter the activation policy

  2. Select the evaluation template desired

Step 7: Save and Activate the Evaluation Assistant

Once the Admin has completed configuring and editing the evaluation assistant, they must save their changes and activate the assistant for it to be used in live calls.

Reminder Assistant

Enable the Reminder Assistant

Reminder Assistant provides a reminder to users during the call based on desired criteria

Step 1: Go to Settings in Assist

From ASSIST, click the user initials on the bottom left. Click “Settings” to open the admin settings.

Step 2: Go to Assistants

Within the Settings page, go to “Assistants” on the left side to configure assistants

Step 3: Add Assistant

When trying to add a new Assistant, click “Add Assistant” in the upper right corner

Step 4: Configure Reminder Assistant

  1. Fill out the desired name of the Reminder assistant

  2. Select Assistant Type = “Reminder”

  3. Click "Create Assistant"

Step 5: Go to Edit Reminder Assistant

Click the pencil icon to go view and edit the reminder assistant

Step 6: Edit Reminder Assistant

  1. Enter the Activation policy

  2. Draft the Reminder message. The reminder will be shown to the user once the activation policy criteria has been met.

  3. Identify Users to be notified when a reminder is sent, if desired

  4. Save

Step 7: Save and Activate the Reminder Assistant

Once the Admin has completed configuring and editing the reminder assistant, they must save their changes and activate the assistant for it to be used in live calls.

Did this answer your question?