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When Will the Operator Assistant Assist

Operator assistants suggest responses and actions whenever they are turned on for a certain site and/or queue. The operator sees the recommendations, which an operator assistant made, and can decide to act accordingly or not. 

Note that more than one operator assistant can participate in an engagement, thus to let you know which operator assistant made a certain recommendation, the operator assistant’s name is shown in the chat window. 

Operator assistant’s availability for engagements can be configured by either

  • setting it to Always On, which means that this operator assistant will participate in each engagement; or
  • attaching it to queue(s), making this operator assistant only present in engagements in specific queue(s).

Note that if you do not attach the operator assistant to any queues and do not set it to be Always On, this operator assistant will never be used.

Example 1

An operator assistant’s response: the operator reviews the recommendation and presses Shift + Up to accept and use it.

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Example 2 

An operator assistant’s prompt: based on the visitor input OmniGuide suggests the operator to offer CoBrowsing. 

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Example 3

An operator assistant coaching the operator: the operator uses foul language and the assistant reminds to be polite with the client.

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Related Articles

What Is an Operator Assistant

What Does an Operator Assistant Do

How to Create a New Operator Assistant

How to Use the Operator Assistant

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