Engage Digital | Using Smart Replies or FAQs when replying with Agent Assist

Last updated on January 23, 2022
The Engage Digital integration with Google Agent Assist lets agents use suggestions from the AI-powered engine of Google Agent Assist in a messaging conversation. If Agent Assist is enabled on your domain and you have the Use Agent Assist permission, you can see Agent Assist suggestions in the input area when composing a reply. There are two types of suggestions: Smart replies are suggestions based on a provided dataset. FAQs, in turn, are also suggestions but chosen from a provided list of questions and answers.
 
The suggestions are available in the Suggested replies section. If Agent Assist and the reply assistant are both enabled on your domain, then the Suggested Reply box will show the Agent Assist and reply assistant items separated. 
 
For more information, see Intro to Google Agent Assist integration.
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