‘+ Knowledge’ on Agent Interface

In the effort to make the chat experience closer to the voice experience we added a ‘+ knowledge’ button on the agent interface. Just like the Chat experience, you can have Voice focus on a specific portion of Global or Agent Knowledge.

Once applied, the next time you click “Speak” the agent will pull from that resource.

                                        ***Note: This only applies to the local user***

If you apply a specific global or agent knowledge file it will only apply to you. If another user clicked ‘Speak’ after you applied the file - it wouldn’t affect their experience.

TIP: Files uploaded to Global and Agent Knowledge should have readable file names. Ensure that only public knowledge is uploaded to public agents.

Access based on Permission (Roles):

• Guest (No Permissions)
  • Guests can only use chat they do not have access to knowledge or voice options.

• Member

  • Member users can use chat, + knowledge, and voice options.

  • When Member users click ‘+knowledge’ they can only choose from pre-uploaded Global and Agent knowledge. They cannot upload new knowledge as the option will be grayed out.

    

  • Admin

    • Admins have access to all features; chat, +knowledge and voice options.
    • When admins click ‘+knowledge’ they can upload new agent knowledge directly to the agent.

  

  

Restrict to only mentioned knowledge