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AI Assistants

AI Assistants are tenant-scoped AI workers that can answer customers, use knowledge and skills, categorize conversations, and hand off to humans.

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Prerequisites

You need administrator permissions for AI Assistant management.

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Assistant directory

Use the AI Assistants workspace to find and open assistants. The directory shows tenant assistants and provides a preview before opening the editor.

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Edit assistant configuration

The assistant editor supports versioned configuration. Depending on the assistant type and version, you can manage:

• Instructions and behavior
• Knowledge references
• Category references
• Skills
• Channel-specific behavior
• Voice responder settings when enabled
• Draft, current, and historical versions

Some older or unsupported assistants may be read-only or require an upgrade flow before editing.

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Manage versions

CXP uses draft and published assistant versions so administrators can review changes before they affect customer conversations. Typical actions include:

• Create or edit a draft.
• Save draft changes.
• Publish a version with release notes.
• Restore prior behavior to a draft.
• Pin or label versions when supported.

Publish only after testing the assistant behavior for the intended channel.

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Skills

Skills extend assistant behavior. Tenant skills can be managed from the AI Assistants area and assigned to assistants with the appropriate load mode. For Agent Assist, assign the Agent Assist skill only when you want that assistant to produce internal operational guidance and reviewable action suggestions.

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Channel assignment

AI Assistants become customer-facing when assigned to channel entry points such as chat, email, or phone settings. Changing a channel’s assigned assistant affects future activity for that entry point. Before changing a production channel, confirm the assistant has the right instructions, knowledge, handoff behavior, and category configuration.