Overview

Guided workflow helps agents provide the most accurate and efficient solution to customers. These workflows can be accessed by the agent via Smart Assist Widget. There is an option for searching the required guided workflow. Inside guided workflow, there is an option of adding knowledge base articles and similar cases. Smart Assist comes with AI capabilities.

You can also get the capability enabled where AI recommends guided workflows depending upon the ongoing conversation. However, agents can click Show All to view all the Guided Workflows.

While searching for a desired Guided Workflow, AI will recommend the most relevant guided workflows by matching the underlying semantic meaning of the search query with the title and description of the guided workflows. AI is also equipped to understand the correct meaning even when you misspell some keywords.

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Resuming Guided Workflow

If closed midway, you can view the progress on the home pane. ​All the filled content in the input components of a guided workflow will be retained when a workflow is paused and resumed again. For example, agents might have to pause a guided workflow after filing in some of the input components for various reasons such as applying a macro, checking other guided workflows, switching to another tab, etc. So when they return, all the filled information will be retained.

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Feedback to Suggestions

In addition, you can quickly provide feedback on each recommended workflow whether it was helpful or not by clicking the thumbs up and thumbs down icons.

If the suggestion was not helpful, you can select the reason from predefined options or write an additional comment.

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Filtering Guided Workflows

You can also filter the Guided Workflows on the basis of tags.