What is an Assistant?

Assistants work alongside your calltakers during live calls, activating at the right moment to help the calltaker or alert a supervisor. ASSIST has four types:

Notify: alerts other users, typically supervisors, about a noteworthy call.
Reminder: shows the calltaker a reminder in the Assistants tab, and can also notify other users.
Evaluation: gives the calltaker an in-call checklist from one of your QA evaluation templates.
Knowledge Guidecard: surfaces questions and instructions from your Guidecards and can send answers into CAD.

To manage assistants, click your initials in the bottom-left corner of ASSIST, choose Settings, then Assistants.

How Building an Assistant Works

Notify, Reminder, and Evaluation assistants are built in five steps:

Add the assistant from scratch or from the Assistant Library (Step 1).
Choose when it fires: context-based or time-aware (Step 2).
Choose what it can see: the context sources, for context-based assistants (Step 3).
Set up the type: the message, recipients, and positions (Step 4).
Save and activate (Step 5).

	Notify	Reminder	Evaluation	Knowledge Guidecard
Import from library	Yes	Yes	No	No
Activation policy	Context-based or time-aware	Context-based or time-aware	Context-based or always on	None
Context sources	Yes, if context-based	Yes, if context-based	—	—
Who sees it	Selected users	Calltaker, plus optional users	Calltaker	Calltaker

Note: The Knowledge Guidecard assistant has no activation policy and stays in sync with Knowledge automatically. See Knowledge Guidecard Assistant.

Step 1: Add an Assistant

From the Assistants list, click Add Assistant to start from scratch, or Import Assistant to start from a prebuilt entry in the Assistant Library.

Importing from the Assistant Library

The library holds prebuilt Notify and Reminder assistants with the name, description, and activation policy already written.

Click Import Assistant and choose Notify or Reminder.
Pick a Library Item. Its description appears below the picker.
Click Import Assistant. The editor opens with the policy filled in.
Adjust the policy, message, and recipients for your agency. The name stays fixed.

Note: The library doesn't yet include assistants that use context sources beyond the transcript, such as locations or guide cards. Build those with Add Assistant.

To swap in a library policy on an assistant you're already editing, click Browse Library in the Activation Policy section and pick an entry. Only the activation policy is replaced.

Step 2: Choose When It Fires

The activation policy decides when an assistant fires. Set Activation Policy Type in the Activation Policy section. Evaluation assistants are always context-based.

	Context-based	Time-aware
Fires on	What's happening on the call: what's said, the call's locations, open guide cards	Silence, call duration, or time since someone last spoke
Example	"The caller mentions a weapon."	"5 minutes of silence anytime during the call."
Context sources	Yes, see Step 3	No
Wording help	Refine Prompt	Extract Rule

Time-aware policies

Set Activation Policy Type to Time aware policy.
Describe the condition, for example "Total call duration over 15 minutes."
Click Extract Rule and check the green confirmation. If it's wrong, rephrase and extract again. You can't save until a rule is extracted.

Tip: Time-aware rules cover silence, total duration, no caller speech, no calltaker speech, and a custom mode. Use one condition per assistant.

Step 3: Choose What It Can See (Context Sources)

Context sources are the information a context-based assistant uses to decide whether to fire. Pick them under Context Sources in the Activation Policy section.

Pick up to three. At least one must stay selected.
The assistant waits for every selected source. It only runs once each one has a value. If a source never gets one, the assistant doesn't run on that call. That's expected, not an error.
ASSIST works out the facts. For example, when two locations are selected, ASSIST calculates the distance between them for your policy to use.
Transcript is optional. Uncheck it for checks that don't depend on what's said, like a pure location comparison.
Each assistant fires once per call. Until then, ASSIST uses each source's latest value.

Note: Only admins can add location or guide card sources.

The context sources

Source	Where it comes from	Who can use it
Transcript	What is said on the call	Every agency
ANI/ALI Location	Your phone carrier, through your Phase II ALI connection	Agencies with an ALI connection
CAD Location	The location on the incident in your CAD	Agencies with ASSIST CAD Integration
Caller-Stated Location (Transcript)	The address the caller states, verified on the map	Every agency
Guide Cards	Your published guide cards and instruction cards	Every agency with published Guidecards
Caller Number (coming soon)	The number the caller is calling from, as reported by your phone system	Every agency
Agency (coming soon)	Which agency's coverage area the call falls in	Agencies with coverage areas set up

Context Sources

How each source gets its value

ANI/ALI Location: only Phase II locations are used. Phase I cell-tower readings are ignored. A newer Phase II location replaces the old one. Landline calls that send only an address have no value.
CAD Location: uses your CAD's latitude and longitude. If CAD sends only an address, ASSIST finds it on the map. Updates whenever the location changes in CAD.
Caller-Stated Location: ASSIST waits for at least 10 seconds of conversation, then checks about every 20 seconds, so the caller can finish the full address before it's validated on the map. When an address matches more than one place, ASSIST picks the one closest to your coverage areas, never outside your state. Stops updating once an assistant using it fires.
Guide Cards: pick up to 20 published cards in the Cards field. The assistant is only considered while one of them is open. Unpublished cards must be removed before you can save.
Caller Number (coming soon): enter one or more phone numbers in any format, such as (123) 456-7890 or 1234567890. Only calls from those numbers are considered. Withheld or anonymous numbers never match. You can show the caller's number in the reminder message.
Agency (coming soon): pick one or more agencies. Only agencies with a coverage area appear. Only calls inside a selected agency's area are considered. Where police, fire, and EMS areas overlap, the call counts for each. The first location to arrive decides the agency, whether that's ANI/ALI, CAD, or caller-stated, and you don't need to select a location source for this to work. You can show the agency name in the reminder message.

Write the policy

Describe the trigger in plain language in the Activation Policy box. Tips:

Name your sources. Say "the CAD location" rather than "the address."
Set your own distances. You decide what counts as too far, whether 500 feet or 2 miles.
Describe what has happened, not what hasn't. "The calltaker hasn't verified the address" can fire seconds into a call.

Refine Prompt suggests sharper versions of your draft (Option A, Option B, …). Click Override Activation Policy on one to use it, or keep your own wording.

Step 4: Set Up Each Assistant Type

To create any type: go to Settings → Assistants, click Add Assistant, name it, choose the Assistant Type, and click Create Assistant. The editor opens automatically.

Notify Assistant

Sends a notification to selected users when its policy triggers, usually to give supervisors a heads-up.

Activation policy type, context sources, and activation policy: see Steps 2 and 3.
Notification message: what recipients see. Make it clear which call this is and why it matters.
Notification recipients: existing ASSIST users only.
Applicable positions (optional): limit the assistant to specific positions.

Reminder Assistant

Shows the calltaker a reminder in the Assistants tab, such as "Confirm callback number before disconnecting."

Activation policy type, context sources, and activation policy: see Steps 2 and 3.
Reminder message: keep it short and action-oriented, so the calltaker can read it at a glance.
Insert carrier address (agencies with ALI): adds the carrier-reported address to the message and selects ANI/ALI Location automatically. Not available for always-active or time-aware reminders.
Notify these users and Applicable positions (optional): work the same as on Notify.

Messages support bullets (*), line breaks (ctrl + enter), and links (start with www. or https://).

Evaluation Assistant

Shows the calltaker an in-call checklist built from a QA evaluation template.

Always activate this assistant (optional): show the checklist on every call. This hides the activation policy.
Evaluation template: the QA template the criteria come from.
Evaluation criteria: up to five. Narrow, observable items work best.
Activation policy: a context-based policy for when the checklist appears.

Knowledge Guidecard Assistant

Surfaces the right questions and instructions from your Guidecards as the call unfolds, and can send answers into CAD. It has no activation policy or context sources. It syncs with Knowledge automatically, and it's what opens the cards the Guide Cards context source looks for. We recommend naming it "Knowledge Guidecard."

Every Guidecard you publish in Knowledge appears in ASSIST automatically. The editor shows a "Last synced" timestamp. Draft Guidecards never reach live calls.

Assistant Color and Critical Question Color: the assistant's color in the list and the highlight for critical questions.

CAD integration settings (CAD-integrated agencies):

Approve answers before sending: the calltaker approves each answer before it goes to CAD.
Generate CAD comments from All Callers responses: sends All Callers answers, such as caller name and callback, to CAD.
Enable CAD notes grace period after call ends: keeps writing pending notes for 1–5 minutes after disconnect.
Send answer overrides as CAD notes: sends changed answers as new notes, with a prefix (default UPDATE).
Add a prefix to CAD notes for critical questions: default CRITICAL.
Hide answers: the calltaker sees a checkmark instead of the full AI-generated answer.

Step 5: Save, Activate, and Versions

Save changes stores your edits without affecting live calls. Activate publishes the version for calls that start afterward. Only one version is active at a time, and earlier versions stay available so you can roll back.

FAQs

Why don't I see ANI/ALI Location or CAD Location?
They require an ALI connection or ASSIST CAD Integration. Contact your GovWorx Customer Success Manager.

Why didn't my assistant fire?
Usually one of its selected sources never got a value on that call. For example, there was no Phase II location, no CAD location, or no verifiable address from the caller.

If the CAD location is corrected after a reminder fires, does it update?
Not currently. Each assistant fires once per call.

Do QA template changes reach the Evaluation Assistant?
Yes, automatically within a few minutes. No re-save needed.

Can one assistant be both context-based and time-aware?
No. Create two assistants.

Does an imported assistant stay linked to the library?
No. It's an independent copy.

Can I have multiple active assistants?
Yes, any number of Notify, Reminder, and Evaluation assistants, but only one Knowledge Guidecard Assistant.

Example Context-Source Setups

Goal	Type	Context sources	Activation policy and message
Catch CAD entry errors or bad carrier data	Reminder	CAD Location, ANI/ALI Location	"The CAD location is more than a quarter mile from the ANI/ALI location."
Flag when the caller's stated location is far from their phone	Reminder	Caller-Stated Location, ANI/ALI Location	"The location the caller states is more than half a mile from the ANI/ALI location."
Add agency policy that doesn't fit inside a guide card	Reminder	Guide Cards (Abandoned Vehicle), Transcript	"The caller says the vehicle has been parked there for more than 5 days, which means we need to send a response per Vilas Police Department policies."
Notify a supervisor on all CPR calls	Notify	Guide Cards (CPR)	"The CPR card was opened on this call and is actively being performed."
Apply one agency's policy (coming soon)	Reminder	Agency (Marina PD), Guide Cards (Vehicle Lockout)	"The caller is locked out of their vehicle." Message: "Marina PD doesn't respond to lockouts. Refer the caller to a locksmith."
Give calltakers your plan for a frequent caller (coming soon)	Reminder	Caller Number, Transcript	"The caller is asking for transportation." Message: "Known frequent caller. Offer the non-emergency transport line before dispatching."