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• Inbox Suggestions:

  • Turn on the toggle to enable Al to learn from conversations handled by your agents in the Inbox.

  • (Optional) Click View&Manage switch to Automation > Agent Assist > Inbox Suggestions to check in used suggestions. About Inbox Suggestions, you can find more details about https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/254410777#Inbox-Suggestions.

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Manage Datasets

• Edit: Select a dataset, click Image Added button and click “Edit” icon to open the Edit Dataset page.

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• Delete: Select a dataset, click Image Addedand click “Delete” icon to delete the dataset.

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If the dataset has been used in AI Assist or AI Agent, you need to disassociate the belonging relationship of the dataset, then you can delete the dataset.

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View & Manage Inbox Suggestions

Your Support team's conversations contain a wealth of knowledge with some of the most reliable and up-to-date information. With conversation content enabled, agents can suggest content to be used again by AI, directly from the Agent Panel.

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a. Click the View&Manage to manage the settings and content.

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b. You can choose

Step-by-Step Instructions

1. Go to your system CloudCX installation domain, and log in with the admin account.

2. From the left navigation menu, go to Automation > Agent Assist > Inbox Suggestions.

3. In the Inbox Suggestions page, you can do the following:

• Click Settings toopen the Settings page, you can do the following in the Settings page:

  • Turn on the toggle to enable collecting conversation content from the Inbox.

  • Choose which teammates are able to suggest conversation content. For example, you may only want to enable this for senior Support reps with more experience. Use the dropdown to select which teammates can suggest their conversation content, or allow Any teammate to suggest content.

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• • Choose whether conversation content immediately available to Al or they need to be approved first. Once conversation content is suggested via the Help Desk, it will automatically be added as Snippets on the Content page. You'll need to decide if these Snippets are: Immediately available to AI Recommended, or Set them as 'pending' in the 'Content suggestions' page for review.

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Info
With conversation content enabled, when resolving a ticket, teammates will sporadically be asked if they would like to add their answers as content for Al Agent. Image Added

• (Optional) If you select Set them as 'pending' in the 'Content suggestions' page for review in the Settings page, you can click Image Added button to review suggestions to open the first pending review suggestion on the list in a modal. This allows you to preview the content, edit the suggestion, skip to the next pending review suggestion, add as a suggestion, or reject the suggestion.

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• After approving the suggestion, the status of

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Edit Dataset

Select Edit to edit the Knowledge Source information, if you want to edit the file(s) you uploaded, please click on this dataset card to enter.

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Delete Dataset

While your dataset is being used by AI Assist/AI Agent, it cannot be deleted. You must unbind it before you can delete it.

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• the suggestion will be switched from Pending to Available.

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• In the suggestion list, you can do the following:

  • Edit: Select a suggestion and click Edit icon to open the edit page.

  • Delete: Select a suggestion and click Delete icon to delete the suggestion. Also, you can select more than one suggestion from the left checking box and click Delete button to delete selected suggestions.

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