Help your Support team respond to your customer's messages with one click - it couldn't be easier!

Before you start

  • Agent Assist is a feature that comes with the AI Assist pack. See our pricing here.  
  • You will need to have Template configuration permissions enabled to set up Agent Assist. If you don't have permission, ask an Admin to grant it to you.

01 What is Agent Assist

Agent Assist is a tool that maps your templates to specific AI Classifications, allowing agents to reply quickly and accurately based on the classification of the customer’s query. There are two types of templates used by Agent Assist: Primary and Secondary.
  • Replying with the Primary Template: In the Mailbox Ticket List, click the Quick Reply icon which will show if a Primary template is available. A pop-up will appear with the original message, an AI-generated summary, and the suggested Primary template response. You can edit the response if necessary, then click Send to reply.
  • Replying with Secondary Templates: When you open a ticket, Secondary templates appear above the Reply box. Click the Template tab (next to the AI Prompt) to see all Secondary templates associated with that ticket’s AI Classification. Select the most relevant Secondary template to guide your response.

02 How Agent Assist Works

Agent Assist allows you to assign templates based on AI Classifications, enabling quick, one-click responses for common ticket types. When a new ticket arrives, eDesk’s AI analyzes the message and assigns it to one of over 40 classifications, such as "Refund Request," "Where’s My Order?" or "Delivery Issue - Dispatched with Tracking." Learn more about classifications here.

When AI Assist is first enabled, your account includes 30+ pre-written templates assigned to these classifications. You can edit these or replace them with custom templates as needed.

Note: Some classifications are business-specific and may not have default templates assigned. Review your Template Configuration to ensure all relevant classifications have assigned templates.

To view assigned Primary templates, go to Settings > AI > Template Configuration.

03 How to set up Agent Assist

1. Primary Template

Each classification has one Primary template which appears in the Quick Reply column of your Mailbox view, allowing instant responses.


Setting Up a Primary Template:

  1. Go to Settings > AI > Template Configuration.
  2. Under the Templates column, select the template to assign as the Primary template.
  3. Ensure the Agent Assist column is checked so the Primary template will appear in the Mailbox view.

Note: If you see an “Assign this classification to a template” notification, click the template link to assign one to the AI Classification.

2. Secondary template

Each classification can have multiple Secondary templates, useful for more specific responses. For example, the "Shipping Policy" classification could include Secondary templates for UK and US shipping details. Secondary templates appear above the Reply box within tickets but do not display in the Mailbox Quick Reply.


Setting Up a Secondary Template:

  1. Go to Settings > Smart Tools > Templates.
  2. Select an existing template or create a new one.
  3. In the AI Settings tab, select the appropriate AI Classification from the dropdown to assign this template as a Secondary template.

Further Readings

To learn more about AI Classifications, see here.
To learn more about eDesk's other fantastic AI features, see here.