Adding the Ticket AI Agent Assist Channel

You can now add an Agent Assist channel to your tenant configuration, and then select it to use with your Agent Assist bot. Add a Ticket AI Agent Assist Channel so you can give your bot the 'look and feel' of the Agent Assist application.

To add the Ticket AI Agent Assist channel to your tenant:

1. Navigate to Select > Channels in the Aisera Admin UI.

Opening Channels Window

1. Choose + Add New Channel.

Add new channel to tenant instance

1. Choose the Ticket AI Agent Assist icon.

Ticket AI Agent Assist Channel

1. Add a Name for your channel.

2. Select a Widget Type.

Select a Widget Type

1. For each flow (Case Summary, Aisera Answer, and Next Best Actions), choose the flow you want to implement, followed by the maximum timeout (in seconds) and the prompt that you want to use to start the flow.

Options for Each Flow

1. Choose Next. Now you see JavaScript for the post-processing steps for Sentiment Model Predictions and Knowledge Article Predictions. Make any necessary changes to the post-processing steps and click OK.

To add the Ticket AI Agent Assist channel to your bot:

1. Navigate to Select > AiseraGPT in the Aisera Admin UI.

2. Choose your Agent Assist bot.

3. Click on the + Add Channel button.

Ticket AI Agent Assist Channel

1. Choose the Ticket AI Agent Assist channel you just added, from the list of available channels from your Aisera tenant instance.

The Channel Details window displays the flow options that exist in your channel, including parameters that are necessary for the flow.

1. Click the line that displays your new channel. This will open a Details page for your channel that contains an authorization token.

Go back into your Integration and add the token into your auth configuration.