Your team gets the story first.
When a conversation reaches a person, Agent Assist has already written a short summary, pulled the customer’s orders and past chats, and drafted two replies in your tone. Your agent checks, edits and sends.
AI summary
Rohan was charged $42.00 twice on 6 Oct for order #88530. Gateway shows both payments captured. He is upset and wants the duplicate refunded. He has not been asked anything yet.
Suggested replies
Rohan S.
Customer since 2024 · 7 orders
Recent orders
Past conversations
Rated 5 / 5 in August after a size exchange.
SLA: 8 min left
3 lines
Summary on every handoff, so customers never repeat themselves
2 drafts
Suggested replies for every message, in your brand voice
1 view
Orders, past chats and ratings beside the conversation
Any language
Read and reply in the customer’s language
What your agent sees when they open a ticket.
- 01
The summary
Who the customer is, what went wrong, what they want and what has already been tried. Three lines at most.
- 02
The context
Their recent orders, open tickets, past ratings and any notes from your team, without leaving the chat.
- 03
The drafts
Two suggested replies: one that solves it, one that asks for the missing detail. Both cite their sources.
- 04
The wrap up
On close, Assist suggests tags, writes the internal note and proposes an article if the answer was new.
Small helpers that add up across a shift.
6 compartmentsSummaries
Long email threads and 40 message chats shortened to the three lines that matter.
Drafted replies
Replies drafted from your Knowledge Shelf and past best answers, ready to edit and send.
Rewrite tools
Make it shorter, warmer, more formal, or fix grammar, in one click before sending.
Customer context
Orders, bookings, plan and payments from your connected systems, beside the conversation.
Translate both ways
Read an Arabic message in English, reply in English, and the customer receives Arabic.
Auto notes and tags
Internal notes and tags filled in at close, so reports stay accurate without extra clicks.
A handoff note that reads like a good colleague wrote it.
Every handoff from the AI Resolver carries a note with the facts your agent needs. No scrolling back, no "can you explain the issue again".
- What the customer asked, in one line
- What the AI already checked or tried
- Why it was handed over
- What the customer is likely to want next
| Customer | Why handed over | Wants |
|---|---|---|
| Rohan S. | Payment dispute, rule: person only | Refund of duplicate $42 |
| Meera Fashions | Invoice change needs approval | GST number on invoice |
| Tara D. | Asked for a person | Cancel before renewal |
| Imran K. | Low AI confidence | Bulk pricing for 200 units |
Asked at this station
Short, straight answers. If yours is not here, the Sorting Office replies within one working day.
01Do agents have to use the drafts?
02Does Agent Assist work without the AI Resolver?
03Can it see internal notes?
04Does it work on email threads?
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