AI assistance for agents
Use the customer conversation and approved knowledge to help a human agent answer.
Reviewed against the implementation · September 25, 2026
Begin with the open conversation
Keep the request, customer context and available knowledge visible while using supported reply-assistance or summary controls. Availability depends on the product surface and workspace plan.
Review before sending
Check the suggestion against the customer’s actual question. Confirm dates, prices, account details and promised actions. A proposed reply is not evidence that an external change has happened.
Keep internal content internal
Team discussions and agent-only customer records are not automatically public knowledge. Do not copy private notes into a customer reply unless the content is appropriate and authorized.
Improve the source
When the answer is repeatedly missing, correct the approved knowledge or submit a company guideline for review. Fixing the source is more durable than rewriting the same suggestion in every conversation.