Engage Digital | Intro to Google Agent Assist integration

Last updated on December 18, 2021
The Engage Digital integration with Google Agent Assist lets you use the AI-powered engine of Google Agent Assist to provide suggestions to agents depending on the ongoing conversation. There are two types of suggestions currently supported in Engage Digital: Smart replies and FAQs. Smart replies are the suggestions generated by the model learned based on a provided dataset. FAQs, in turn, are also suggestions but chosen from a provided list of questions and answers.
 
Agents can use this integration when using the Routing mode of Engage Digital with a messaging channel such as Engage Messaging, WhatsApp, or Facebook Messenger, etc. Engage Digital is a transport layer, and you will be charged directly by Google for the storage and number of conversations used by Google Agent Assist.
 
For more information on pricing for conversations and storage, see agent assist pricing and Google Cloud storage.
 
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