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Configure Agent Assist

Agent Assist gives agents internal guidance inside a conversation. It can summarize context, answer questions, and suggest draft actions for agent review.

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Prerequisites

• Your role can manage settings and AI Assistants.
• The assistant intended for Agent Assist exists and uses the supported assistant runtime.
• The assistant instructions are written for internal agent guidance, not direct customer contact.

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Select the assistant

1. Open Settings.
2. Open the general tenant configuration area.
3. Choose the Agent Assist assistant.
4. Save the setting.

Future Agent Assist conversations use the selected assistant.

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Review assistant behavior

Before broad rollout, test the assistant on synthetic conversations and confirm it:

• Uses conversation context accurately.
• Keeps responses internal to agents.
• Suggests drafts or actions only for agent review.
• Does not instruct agents to bypass tenant policy.

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Update safely

When you change Agent Assist instructions or skills, test with realistic synthetic conversations before relying on the changes in live support work.