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