Previously, Auto Assist couldn’t access your public Knowledge articles. Now it can – automatically. When there’s no relevant process description available in your system, Auto Assist will search your published articles and suggest a reply based on that content.
Auto Assist only uses articles that match the brand associated with the ticket. This means that if a customer submits a request under a specific brand, Auto Assist will only search articles linked to that specific brand. This ensures customers receive accurate, brand-specific responses.
No, this update is automatic. There's nothing you need to activate or adjust. Auto Assist will begin using your public articles right away.
Faster replies: Auto Assist finds information even when internal procedures are missing.
More relevant answers: Customers receive help based on content you've already created.
No extra work: The feature activates automatically and aligns with your brand setup.
Wondering how this affects your setup or need help configuring Auto Assist?
Feel free to contact us – we're happy to assist you!