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

Last updated on September 20, 2022
Engage Digital's integration with Google Agent Assist lets agents use suggestions from Agent Assist’s AI-powered engine in a messaging conversation.
If Agent Assist is enabled for your domain and you have the Use Agent Assist permission, you can see Agent Assist suggestions in the input area when you compose a reply.
There are two types of suggestions:
  • Smart replies: Suggestions based on a provided dataset.
  • FAQs: Suggestions chosen from a provided list of questions and answers.
Suggestions are available in the Suggested replies section. If Agent Assist and the reply assistant are both enabled for your domain, then the Suggested Reply box will show different listings for Agent Assist and reply assistant items. 
For more information, read Intro to Google Agent Assist integration.
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