Quick answers for Agent Workspace, which is part of agent copilot, provides AI-generated answers to the searches that agents perform within the knowledge section of the context panel. Agents can then copy the answer directly into the ticket or click the link to the source article that the generated answer came from.
About quick answers for Agent Workspace
Quick answers for Agent Workspace evaluates the question or phrase that agents enter in the search box in the knowledge section of the context panel and generates an answer. The top matching articles, posts, and external content (on Enterprise plans where federated search is configured) are evaluated by generative AI to generate the answer. The answer is posted in the context panel, alongside functions that allow agents to copy the answer into tickets and rate the response.
- Quality of your knowledge base - Because quick answers are based on your help center and external content, the quality of the quick answer depends on the quality of your knowledge base.
- Search input - Depending on the format and structure of the search query, you may not see a quick answer for every search. For the best results, avoid one-word search queries, and instead, structure your search query as a phrase, sentence, or question. Additionally, if there are no articles, posts, or external content that matches the search, an answer will not be generated.
Using quick answers for Agent Workspace
Guide agents can use the Knowledge section of the context panel while working with tickets to conveniently get information and answers relevant to the conversation they're in. When quick answers for Agent Workspace is activated for your account, agents can view and work with AI-generated answers that answer the question they ask in the search query.
To use quick answers for Agent Workspace
- In a ticket, click the Knowledge icon (
) in the sidebar to open the knowledge section.
- Click the Search icon (
).
- Enter your search term, then press Enter.
If a quick answer is available, it appears in the Quick answer section above the search results. You can click the AI suggestion based on link to view the source content that was used to generate the answer.
If an answer is not generated, you can:- Avoid one-word search queries. Structure your search query as a phrase, sentence, or question. For example, the search query "How long will it take?" will be more likely to generate an answer than the single search term "time".
- Remove the search filters to expand your search query and try again.
- (Optional) Click
to copy the quick answer directly into the ticket comments field.
Note: If auto assist is turned on, the copy button doesn't appear. Auto assist takes the place of the composer within a ticket, so there's no place for agents to paste the copied quick answer when auto assist is active. - (Optional) Submit your feedback about the quick answer.
- Click the thumbs-up icon
to indicate the answer was helpful.
- Click the thumbs-down icon
to indicate the answer was not helpful. Select the reason that best matches the reason for your rating. Type any additional feedback you may have, then click Submit feedback.
- Click the thumbs-up icon
31 comments
Josef Prandstetter
Should this function work immediately after activation, or does it require a lead time?
![](/hc/user_images/01HW5HPQH10AA35PAAP46654NF.png)
I have activated the function and unfortunately - at least so far - never get a result.
3
Sean Morrissey
I would like to see the ability to filter KB results in the search based on the requester 's organization. In our world, we use user segments for our KB articles which are based on a requesters organization (each client). However, an agent has access to all organizations, so they see all KB articles in the search result.
1
Tetiana Gron
Sean Morrissey you can set up different default Knowledge filters for every contextual workspace. See Setting up contextual workspaces.
1
Sean Morrissey
Tetiana Gron while i appreciate the suggestion, it does not seem practical. I have 90 cclients so that would required 90 filtered vviews. Additionally, it requires an upgrade to enterprise.
1
Christopher Sciaretta
Good day,
Are there plans to make reporting available for this tool? My team began utilizing it at the end of April and I am looking for a way to measure usage across agents and to use that data to measure the impact on CSAT over time.
0
Yaniv Dayan
Feedback on Search dialog: You can't use the Home and End keys to jump to the start or the end of the search text
1
Yaniv Dayan
Question: Does it also consider articles that are visible only to Agents and Admins?
![](/hc/user_images/01HXG6SRGS9ZBRSY28CJ5WED17.jpeg)
I limited the search to the specific section. The answer is in chapter 18 (which was listed at the end), but got no answer.
0
Tetiana Gron
Christopher Sciaretta yes, we plan to have reporting, and we are very curious to know which data you would like included. Please share you ideas in Generative search for Help center or Generative search for Agent Workspace.
Yaniv Dayan the search includes results visible to the admins and agents if the agent has permission to view them. We use only top three items to generate the answer. That is why the last article wasn't used to generate the answer.
0
Yaniv Dayan
Hi Tetiana Gron Not sure I understand your answer - Should we order the articles in the Category or Sections?
The words Fences and Walls do not appear in the four first results, yet, the correct result appeared 5th.
Anyway, no matter what I search, I don't get an answer to this section, even if the answer is from the first result.
How long does it take to index a new article? These ones are 5 days old.
0
Tetiana Gron
Yaniv Dayan indexing of a new article usually takes few minutes.
1
Yaniv Dayan
Hi Tetiana Gron
Working on this some more, I found the bug. Steps to reproduce:
1
Tetiana Gron
Thank you Yaniv Dayan ! We'll look at this.
1
John Tieu
Does the feedback agents provide help train generative search on the help center? We're wondering if we can turn on generative search for agents via workspace and have them provide feedback so the results when end users use generative search for the help center are optimized. I recognize this would only work for articles available to end users but would it work?
1
Tetiana Gron
John Tieu your in-product feedback helps us to revise the prompt. We have 'Zero Data Retention' agreement with OpenAI so your search data cannot be used to train generative search.
1
John Tieu
Thanks, Tetiana Gron - can you clarify what you mean by revise the prompt?
0
Tetiana Gron
John Tieu we use a complex query that includes your search input to send to OpenAI so it can generate the answer. We will be updating our complex query based on the feedback.
0
Jasmine Gilbert
This sounds really interesting, but before i invest time and effort exploring it are you able to advise which ZD plans it will be enabled for once released, and/or if there are going to be additional charges?
Thanks
0
Tetiana Gron
Jasmine Gilbert we will provide more information about pricing closer to the end of the EAP.
0
Patty Ann, Salindong
Hello! Is it correct that it only works if the language of the articles is English?
0
Tetiana Gron
Patty Ann, Salindong right now yes it is only available for English content. This feature will be available in additional languages in the near future.
0
Gabriela Manarim
Hello, I´m really excited to test this EAP, but we need other languages like Portuguese or Spanish.
Let me know when it´s available.
--------------------------------------------------
Just to update: ot was possibily to use in ESP and PT :)
0
Tetiana Gron
Hi Gabriela Manarim we have recently rolled out support of multiple languages.
0
Chris VanRandwyk
Are there any plans to add OCR support? We have lots of screenshots with things like error messages that the AI isn't finding.
0
Jamie Noell
Similar to Jasmine's question, can you at least advise if this feature will be in the core product or require the Advanced AI (or other) add-on?
0
Tetiana Gron
Jamie Noell quick answers (or generative search for AW) requires Advanced AI add on.
0
Casey Harper
Tetiana Gron Is there any update on when we will have access to reporting on the usage of this feature?
1
Yaniv Dayan
Tetiana Gron - Have you looked at the bug that I reported? Do you have an answer?
How can I track this case?
0
Tetiana Gron
Yaniv Dayan does generative search fails on the real or test article?
0
Yaniv Dayan
Hi Tetiana Gron I'm not sure what you mean regarding ‘real’ or ‘test’ article - we published a long article within a section, and the generative search fails on the entire section. Only when we remove the long article, the generative search provide an answer from the section's articles. See my previous comment -
0
Riah Lao
Is it possible to retrieve the KB quick answer result via API?
0