Help your support team respond to customer messages in just a few clicks - making responses fast, efficient, and hassle-free!

Before you start

  • Agent Assist is a feature that comes with the AI Assist add-on. See our pricing here.  

01 What is Agent Assist

  • Agent Assist allows you to map templates to specific AI Classifications (e.g., Refund Request, Where’s My Order?, or Delivery Issue - Dispatched with Tracking), allowing agents to quickly reply based on the classification of the customer’s query.
  • Your account comes with 30+ default templates when AI Assist is first enabled. They are pre-assigned to different classifications. You can edit these within the Template section as needed. If you want them removed altogether, please email support@edesk.com
  • Agent Assist is available within a ticket, above the Reply box.
  • You can have a number of Agent Assist templates assigned to each classification.
  • Click the Template tab (next to the AI Prompt) to view all Agent Assist templates linked to the ticket’s classification.
  • Select the most relevant template to assist with your response.

02 How to set up Agent Assist

Each classification can have multiple Agent Assist templates for specific responses. For example, the "Shipping Policy" classification could include templates for UK and US shipping details. These templates appear above the Reply box within the ticket.

To Set Up an Agent Assist Template:

  1. Navigate 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 the template as an Agent Assist template. 
  4. Save your changes!

And that's it! Your account is now set up for Agent Assist. When a ticket is classified under a specific AI Classification, the assigned templates will appear in the Templates section above the Reply Box, enabling your agents to respond quickly and efficiently.

Further Reading