Setup
Can I use the same agent group or profile in multiple add-ons within a rule?
Yes. But keep in mind that the order of the add-ons matters: At runtime, the add-ons are evaluated in order, and the first one that’s matched is executed.
Can I turn off all recommendations?
Yes, you can turn off recommendations for your account. To do this:
- Access Conversation Assist.
- Click Settings from the menu at the top.
- Under General, click Suspend.
Agent experience
Why aren’t my knowledge base answers formatted?
Currently, only hyperlinks are supported.
When I join a bot a conversation, the bot doesn’t always begin the flow that I expect. Why is this?
When you delegate a bot to a conversation, the specific bot flow that is triggered depends on the consumer’s most recent message. This is the case for bots added to conversations using inline recommendations and also for bots added using the On-Demand Recommendations widget.
Agent feedback (thumbs up, thumbs down)
Is the feedback of my agents captured in the reports that are available for download?
Yes! Learn about agent feedback reports.
Agents can provide feedback on bot/answer recommendations by clicking “thumbs up” or “thumbs down” on the recommendation. They can also edit recommended answers and send the edited answers to consumers. Do these actions influence what recommendations are subsequently offered?
No, not at this time.
In the case of recommended answers, does editing the answer before sending it, or clicking “thumbs up” or “thumbs down” on the recommended answer influence the knowledge base in KnowledgeAI?
No, not at this time.
Is agent feedback used to enhance the underlying recommendation engine?
No, not at this time.
Metrics and reporting
On the Home page, in the Recommendations widget, the Summary data does not align with the graph data. Why is this?
There’s a bug in the Summary information in this widget. It should show the number of used recommendations “over” the number of offered recommendations, where the latter (the denominator) reflects the recommendations that were and weren’t used.
Currently, the denominator is incorrect. It reflects only the recommendations that weren’t used.