TABLE OF CONTENTS |
Current situation
Information about the Assist bot is split across 9 articles.
| Article | Contents |
|---|---|
| Basics of the Assist Bot | What the bot does, List of jargon |
| How to build an Assist bot? | Create a bot, default flows, new flows, actions, conditions and paths |
| Enabling 'Multiselect' in an Assist bot conversation | Let agents select more than 1 input in a flow |
| Configuring 'Actions' in the Assist bot flows | Summary of actions |
| Setting up your API Library in the Assist bot | API calls to any system |
| 'Conversations' in the Assist bot flow | Review agent conversations as tickets |
| Multilingual bot flows in the Assist bot | Self-explanatory |
| Custom Params for Freddy Assist | Getting additional info like agent ID, ticket ID etc. |
| Setting up 'Quick Actions' in your Assist bot | Move around a bot conversation with buttons or slash commands |
Bot UI
Revamp Drafting
Idea: For complicated topics, explain the minimum required amount and get the user to start using the feature in its most basic form. Then go into detail in another article, and address special use cases as required in additional articles. A workflow based article structure helps most users get started quickly and make progress, keeping them hooked on the article.
| Article | Contents |
|---|---|
| Build your first agent assist bot | What a bot does, create a bot, default flows, build a flow with a simple action and condition, group mapping, Test your bot in Freshconnect |
| Enhance your agent assist bot | Conversations and analyze tabs, all actions and conditions, quick actions, custom params, multiselect input, multilingual bot |
| Setup your API library in your agent assist bot | API and what's possible |
Open questions:
- How outdated are our articles? I accessed bots from Admin > Freddy > Copilot > Agent assist bot.
- What about flowless bots? Will it be GA? Is it vastly different from this? Will it replace this?
- What about the Natural Language tab and retraining bots?
- What about the Settings tab?
- Who is the right person to help us understand the bot feature and how we expect customers to use it? EJ?
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