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.