Agent Assist
- 11 Jul 2022
- 3 Minutes to read
- Print
- DarkLight
Agent Assist
- Updated on 11 Jul 2022
- 3 Minutes to read
- Print
- DarkLight
Article summary
Did you find this summary helpful?
Thank you for your feedback
Agent Assist
Agent Assist- Agent Assist ManageGET bot/agentAssist- Get a single Agent AssistPUT bot/agentAssist- Update the Agent Assist
Agent Assist JSON Format
Agent Assist is represented as simple flat JSON objects with the following keys:
| Name | Type | Description |
|---|---|---|
isEnabled | bool | Whether provide different answer suggestions to agents or not. |
languageId | string | Language options: en, zh-CN, zh-TW. |
isCannedMessageIncluded | bool | Whether canned message is an answer source for the agent assist or not. When true, there will be a new option called "Similar questions" under each public canned message. Default: true. |
isKnowledgeBaseIncluded | bool | Whether knowledge base is an answer source for the agent assist or not. When true, there will be a new option called "Similar questions" under each knowledge base article. Default: false. |
isChatbotIncluded | bool | Whether bot is an answer source for the Agent Assist or not. When true, agent assist will provide agents with the answers pulled from the selected bot intents. Default: false. |
highConfidenceScore | integer | Agent Assist will display suggestions only when the score of the suggested item is higher than this value. Value is beteween 1 and 100. Default: 40. |
maximumSuggestionNumber | integer | The maximum number of suggestions Agent Assist can provide. Available value: 1, 2, 3, 4, 5. Default: 3. |
ifAutoAddVisitorQuestionAsSimilarQuestionWhenSelected | bool | Whether enriching Canned Message and KB article similar questions with Agent Assist suggestions or not. |
ifAutoAddUnrecognizedQuestionsToLearning | bool | Whether adding unrecognized visitor questions to Agent Assist Learning section automatically or not. |
textBeforeKBArticle | string | Texts displayed before the suggested knowledge base article link |
chatbotIds | array | The list of chatbot that agent assist select. |
knowledgeBaseIds | array | List of knowledge bases selected as the agent assist answer source. |
Get a single Agent Assist
GET bot/agentAssist
Parameters:
| Name | Type | in | Required | Description |
|---|---|---|---|---|
include | string | query | no | Allowed values are "chatbot", "knowledgeBase". |
Response:
Example
Sample Request:
curl https://api11.comm100.io/v4/bot/agentAssist \
-X 'GET' \
-H 'Authorization: Bearer {access_token}' \
Response:
HTTP/1.1 200 OK
{
"isEnabled": true,
"languageId": "en",
"isCannedMessageIncluded": true,
"isKnowledgeBaseIncluded": true,
"isChatbotIncluded": true,
"highConfidenceScore": 40,
"maximumSuggestionNumber": 3,
"ifAutoAddVisitorQuestionAsSimilarQuestionWhenSelected": true,
"ifAutoAddUnrecognizedQuestionsToLearning": true,
"textBeforeKBArticle": "Please refer to the Knowledge Base article ",
"chatbotIds": [
"56A2EF45-7D46-EB11-8100-00155D081D0B"
],
"knowledgeBaseIds": [
"4eA2EF45-7D46-EB11-8100-00155D081D0B"
]
}
Update the Agent Assist
PUT bot/agentAssist
Parameters:
| Name | Type | in | Required | Description |
|---|---|---|---|---|
isEnabled | bool | body | yes | Whether provide different answer suggestions to agents or not. |
languageId | string | body | yes | Language options: en, zh-CN, zh-TW. |
isCannedMessageIncluded | bool | body | no | Whether canned message is an answer source for the agent assist or not. When true, there will be a new option called "Similar questions" under each public canned message. Default: true. |
isKnowledgeBaseIncluded | bool | body | no | Whether knowledge base is an answer source for the agent assist or not. When true, there will be a new option called "Similar questions" under each knowledge base article. Default: false. |
isChatbotIncluded | bool | body | no | Whether bot is an answer source for the Agent Assist or not. When true, agent assist will provide agents with the answers pulled from the selected bot intents. Default: false. |
highConfidenceScore | integer | body | no | Agent Assist will display suggestions only when the score of the suggested item is higher than this value. Value is beteween 1 and 100. Default: 40. |
maximumSuggestionNumber | integer | body | no | The maximum number of suggestions Agent Assist can provide. Available value: 1, 2, 3, 4, 5. Default: 3. |
ifAutoAddVisitorQuestionAsSimilarQuestionWhenSelected | bool | body | no | Whether enriching Canned Message and KB article similar questions with Agent Assist suggestions or not. |
ifAutoAddUnrecognizedQuestionsToLearning | bool | body | no | Whether adding unrecognized visitor questions to Agent Assist Learning section automatically or not. |
textBeforeKBArticle | string | body | no | Texts displayed before the suggested knowledge base article link |
chatbotIds | array | body | no | The list of chatbot that agent assist select. |
knowledgeBaseIds | array | body | no | List of knowledge bases selected as the agent assist answer source. |
Response:
Example
Sample Request:
curl https://api11.comm100.io/v4/bot/agentAssist \
-X 'PUT' \
-H 'Authorization: Bearer {access_token}' \
-H 'Content-Type: application/json' \
-D '{"isEnabled":true,"languageId":"en","isCannedMessageIncluded":true,"isKnowledgeBaseIncluded":true,"isChatbotIncluded":true,"highConfidenceScore":40,"maximumSuggestionNumber":3,"ifAutoAddVisitorQuestionAsSimilarQuestionWhenSelected":true,"ifAutoAddUnrecognizedQuestionsToLearning":true,"textBeforeKBArticle":"Please refer to the Knowledge Base article "}'
Response:
HTTP/1.1 200 OK
{
"isEnabled": true,
"languageId": "en",
"isCannedMessageIncluded": true,
"isKnowledgeBaseIncluded": true,
"isChatbotIncluded": true,
"highConfidenceScore": 40,
"maximumSuggestionNumber": 3,
"ifAutoAddVisitorQuestionAsSimilarQuestionWhenSelected": true,
"ifAutoAddUnrecognizedQuestionsToLearning": true,
"textBeforeKBArticle": "Please refer to the Knowledge Base article ",
"chatbotIds": [
"56A2EF45-7D46-EB11-8100-00155D081D0B"
],
"knowledgeBaseIds": [
"4eA2EF45-7D46-EB11-8100-00155D081D0B"
]
}
Was this article helpful?