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Understanding and Overriding Answers in ASSIST

ASSIST detects and fills in answers to Guidecard questions by analyzing the live transcript. During a call, you can correct or enhance those auto-generated answers.

Written by Trish Griffin
Updated this week

How Answers Work

  • ASSIST populates answers as soon as it detects relevant information

  • The goal is information capture, not script compliance.

  • Answers may update as more context becomes available.

When to Override Answers

Override when:

  • The AI answer is incorrect

  • The answer needs more specificity

  • You obtained info but it wasn’t clearly captured in the transcript

Important: Overrides can only be made during live calls (not post-call review). Overrides update what is sent downstream for QA/evaluations.

Step-by-Step: Overriding an Answer

Step 1: During an active call, locate the auto-filled answer (green text)

Step 2: Click the green answer text

Step 3: Edit the text

Step 4: Click Save

Step 5: The updated answer is saved to that question

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