Genesys Cloud - Main

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

There are a LOT of differences - all in this article:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

The biggest difference is that Web Messaging is now asynchronous like your SMS is on your phone.  All the new features like the RCS features are only available in Messaging.  

The main thing is that Chat is pretty much on its last legs and Messaging will be the platform moving forward.  Once we get voice-based co-browse in Messaging (looking like 6/28), there will no longer be a need for Chat and I would expect to see an EOL announcement before the end of the year.  

We are only deploying Web Messaging now and encouraging all Chat customers to move to Messaging.  

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

I see, that does help put the two in perspective, and I agree that web messaging is likely going to just replace chat as a feature at some point.  Thanks much, for the detailed reply.  So to sum up:

1. Agent Assist is not available for email interactions, even for being able to manually search KB articles
2. Agent Assist is coming for voice (I saw that this is Coming Soon https://genesyscloud.ideas.aha.io/ideas/DXAA-I-42 )
3. There is no mechanism at all for email agents to actually leverage KB articles published via the Knowledge Workbench

That all sound accurate?

I did see that the agent email UI is getting a refresh, but no details on any feature additions or I'd think they'd be called out in https://genesyscloud.ideas.aha.io/ideas/EPAD-I-27 .

There are a LOT of differences - all in this article:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

The biggest difference is that Web Messaging is now asynchronous like your SMS is on your phone.  All the new features like the RCS features are only available in Messaging.  

The main thing is that Chat is pretty much on its last legs and Messaging will be the platform moving forward.  Once we get voice-based co-browse in Messaging (looking like 6/28), there will no longer be a need for Chat and I would expect to see an EOL announcement before the end of the year.  

We are only deploying Web Messaging now and encouraging all Chat customers to move to Messaging.  

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

Manual search is enabled for all digital channels (including email). Automatic search is channel-dependent and the channel support is exactly as Robert outlines. Manual search (and Knowledge Workbench which is where the knowledgebase is configured) may need to be turned on for your organization but the use case is supported.

You would need to be on GC2 or higher for this feature to be enabled.

Knowledge base article on manual search is here: https://help.mypurecloud.com/articles/genesys-agent-assist-kn-surface/

I see, that does help put the two in perspective, and I agree that web messaging is likely going to just replace chat as a feature at some point.  Thanks much, for the detailed reply.  So to sum up:

1. Agent Assist is not available for email interactions, even for being able to manually search KB articles
2. Agent Assist is coming for voice (I saw that this is Coming Soon https://genesyscloud.ideas.aha.io/ideas/DXAA-I-42 )
3. There is no mechanism at all for email agents to actually leverage KB articles published via the Knowledge Workbench

That all sound accurate?

I did see that the agent email UI is getting a refresh, but no details on any feature additions or I'd think they'd be called out in https://genesyscloud.ideas.aha.io/ideas/EPAD-I-27 .

There are a LOT of differences - all in this article:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

The biggest difference is that Web Messaging is now asynchronous like your SMS is on your phone.  All the new features like the RCS features are only available in Messaging.  

The main thing is that Chat is pretty much on its last legs and Messaging will be the platform moving forward.  Once we get voice-based co-browse in Messaging (looking like 6/28), there will no longer be a need for Chat and I would expect to see an EOL announcement before the end of the year.  

We are only deploying Web Messaging now and encouraging all Chat customers to move to Messaging.  

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

Hi Jane,

How is the pane added to the CX3 Agent Desktop?  That's probably my issue. I'm testing this in a paid developer org at present, sand have already verified the permissions assigned. 

Manual search is enabled for all digital channels (including email). Automatic search is channel-dependent and the channel support is exactly as Robert outlines. Manual search (and Knowledge Workbench which is where the knowledgebase is configured) may need to be turned on for your organization but the use case is supported.

You would need to be on GC2 or higher for this feature to be enabled.

Knowledge base article on manual search is here: https://help.mypurecloud.com/articles/genesys-agent-assist-kn-surface/

I see, that does help put the two in perspective, and I agree that web messaging is likely going to just replace chat as a feature at some point.  Thanks much, for the detailed reply.  So to sum up:

1. Agent Assist is not available for email interactions, even for being able to manually search KB articles
2. Agent Assist is coming for voice (I saw that this is Coming Soon https://genesyscloud.ideas.aha.io/ideas/DXAA-I-42 )
3. There is no mechanism at all for email agents to actually leverage KB articles published via the Knowledge Workbench

That all sound accurate?

I did see that the agent email UI is getting a refresh, but no details on any feature additions or I'd think they'd be called out in https://genesyscloud.ideas.aha.io/ideas/EPAD-I-27 .

There are a LOT of differences - all in this article:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

The biggest difference is that Web Messaging is now asynchronous like your SMS is on your phone.  All the new features like the RCS features are only available in Messaging.  

The main thing is that Chat is pretty much on its last legs and Messaging will be the platform moving forward.  Once we get voice-based co-browse in Messaging (looking like 6/28), there will no longer be a need for Chat and I would expect to see an EOL announcement before the end of the year.  

We are only deploying Web Messaging now and encouraging all Chat customers to move to Messaging.  

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

Hi Paul,

You'll need to create an Assistant and add queues to it, then it will show on interactions for the queues selected.

https://help.mypurecloud.com/articles/quick-start-set-up-agent-assist/

Hi Jane,

How is the pane added to the CX3 Agent Desktop?  That's probably my issue. I'm testing this in a paid developer org at present, sand have already verified the permissions assigned. 

Manual search is enabled for all digital channels (including email). Automatic search is channel-dependent and the channel support is exactly as Robert outlines. Manual search (and Knowledge Workbench which is where the knowledgebase is configured) may need to be turned on for your organization but the use case is supported.

You would need to be on GC2 or higher for this feature to be enabled.

Knowledge base article on manual search is here: https://help.mypurecloud.com/articles/genesys-agent-assist-kn-surface/

I see, that does help put the two in perspective, and I agree that web messaging is likely going to just replace chat as a feature at some point.  Thanks much, for the detailed reply.  So to sum up:

1. Agent Assist is not available for email interactions, even for being able to manually search KB articles
2. Agent Assist is coming for voice (I saw that this is Coming Soon https://genesyscloud.ideas.aha.io/ideas/DXAA-I-42 )
3. There is no mechanism at all for email agents to actually leverage KB articles published via the Knowledge Workbench

That all sound accurate?

I did see that the agent email UI is getting a refresh, but no details on any feature additions or I'd think they'd be called out in https://genesyscloud.ideas.aha.io/ideas/EPAD-I-27 .

There are a LOT of differences - all in this article:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

The biggest difference is that Web Messaging is now asynchronous like your SMS is on your phone.  All the new features like the RCS features are only available in Messaging.  

The main thing is that Chat is pretty much on its last legs and Messaging will be the platform moving forward.  Once we get voice-based co-browse in Messaging (looking like 6/28), there will no longer be a need for Chat and I would expect to see an EOL announcement before the end of the year.  

We are only deploying Web Messaging now and encouraging all Chat customers to move to Messaging.  

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

Hi Jan,
Thanks for your reply.  I have already that done, as well.  I followed that same guide when attempting to set it up, initially.  The problem/concern I has is that when I assign the assistant, the setting "Enabled Channels" is locked to "Messaging".  I know "Email" doesn't fall into that channel, so that was my concern (that the assistant would only show up if the channel the interaction came in on was from an Inbound Message flow, not an Inbound Email flow.  The only part of that guide that I can't follow is enabling the "Conversations > Suggestions > All Permissions".  This isn't listed in my developer org as well as my production org.  We have CX3 licensing in production.

To sum up, I have
Enabled the permissions
Created a Knowledge base and populated it
Created a queue and configured and Email address on it, then tested it successfully
Created an Assistant, assigned it with that same knowledge base, and assigned it to the same queue the Inbound Email flow routes the interactions to

This is what I see when accepting an interaction on that queue.  I see no sub-pane for Agent Assist (light bulb), in the pane on the right side of the screen.  Scripts aren't configured, so that is expected to be disabled.

Hi Paul,

You'll need to create an Assistant and add queues to it, then it will show on interactions for the queues selected.

https://help.mypurecloud.com/articles/quick-start-set-up-agent-assist/

Hi Jane,

How is the pane added to the CX3 Agent Desktop?  That's probably my issue. I'm testing this in a paid developer org at present, sand have already verified the permissions assigned. 

Manual search is enabled for all digital channels (including email). Automatic search is channel-dependent and the channel support is exactly as Robert outlines. Manual search (and Knowledge Workbench which is where the knowledgebase is configured) may need to be turned on for your organization but the use case is supported.

You would need to be on GC2 or higher for this feature to be enabled.

Knowledge base article on manual search is here: https://help.mypurecloud.com/articles/genesys-agent-assist-kn-surface/

I see, that does help put the two in perspective, and I agree that web messaging is likely going to just replace chat as a feature at some point.  Thanks much, for the detailed reply.  So to sum up:

1. Agent Assist is not available for email interactions, even for being able to manually search KB articles
2. Agent Assist is coming for voice (I saw that this is Coming Soon https://genesyscloud.ideas.aha.io/ideas/DXAA-I-42 )
3. There is no mechanism at all for email agents to actually leverage KB articles published via the Knowledge Workbench

That all sound accurate?

I did see that the agent email UI is getting a refresh, but no details on any feature additions or I'd think they'd be called out in https://genesyscloud.ideas.aha.io/ideas/EPAD-I-27 .

There are a LOT of differences - all in this article:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

The biggest difference is that Web Messaging is now asynchronous like your SMS is on your phone.  All the new features like the RCS features are only available in Messaging.  

The main thing is that Chat is pretty much on its last legs and Messaging will be the platform moving forward.  Once we get voice-based co-browse in Messaging (looking like 6/28), there will no longer be a need for Chat and I would expect to see an EOL announcement before the end of the year.  

We are only deploying Web Messaging now and encouraging all Chat customers to move to Messaging.  

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

I'll check with the PMs on this to see what they say. It should be possible in theory but there may be something that's preventing it that needs to be addressed. 

Hi Jan,
Thanks for your reply.  I have already that done, as well.  I followed that same guide when attempting to set it up, initially.  The problem/concern I has is that when I assign the assistant, the setting "Enabled Channels" is locked to "Messaging".  I know "Email" doesn't fall into that channel, so that was my concern (that the assistant would only show up if the channel the interaction came in on was from an Inbound Message flow, not an Inbound Email flow.  The only part of that guide that I can't follow is enabling the "Conversations > Suggestions > All Permissions".  This isn't listed in my developer org as well as my production org.  We have CX3 licensing in production.

To sum up, I have
Enabled the permissions
Created a Knowledge base and populated it
Created a queue and configured and Email address on it, then tested it successfully
Created an Assistant, assigned it with that same knowledge base, and assigned it to the same queue the Inbound Email flow routes the interactions to

This is what I see when accepting an interaction on that queue.  I see no sub-pane for Agent Assist (light bulb), in the pane on the right side of the screen.  Scripts aren't configured, so that is expected to be disabled.

Hi Paul,

You'll need to create an Assistant and add queues to it, then it will show on interactions for the queues selected.

https://help.mypurecloud.com/articles/quick-start-set-up-agent-assist/

Hi Jane,

How is the pane added to the CX3 Agent Desktop?  That's probably my issue. I'm testing this in a paid developer org at present, sand have already verified the permissions assigned. 

Manual search is enabled for all digital channels (including email). Automatic search is channel-dependent and the channel support is exactly as Robert outlines. Manual search (and Knowledge Workbench which is where the knowledgebase is configured) may need to be turned on for your organization but the use case is supported.

You would need to be on GC2 or higher for this feature to be enabled.

Knowledge base article on manual search is here: https://help.mypurecloud.com/articles/genesys-agent-assist-kn-surface/

I see, that does help put the two in perspective, and I agree that web messaging is likely going to just replace chat as a feature at some point.  Thanks much, for the detailed reply.  So to sum up:

1. Agent Assist is not available for email interactions, even for being able to manually search KB articles
2. Agent Assist is coming for voice (I saw that this is Coming Soon https://genesyscloud.ideas.aha.io/ideas/DXAA-I-42 )
3. There is no mechanism at all for email agents to actually leverage KB articles published via the Knowledge Workbench

That all sound accurate?

I did see that the agent email UI is getting a refresh, but no details on any feature additions or I'd think they'd be called out in https://genesyscloud.ideas.aha.io/ideas/EPAD-I-27 .

There are a LOT of differences - all in this article:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

The biggest difference is that Web Messaging is now asynchronous like your SMS is on your phone.  All the new features like the RCS features are only available in Messaging.  

The main thing is that Chat is pretty much on its last legs and Messaging will be the platform moving forward.  Once we get voice-based co-browse in Messaging (looking like 6/28), there will no longer be a need for Chat and I would expect to see an EOL announcement before the end of the year.  

We are only deploying Web Messaging now and encouraging all Chat customers to move to Messaging.  

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

Hi Jan,
Thanks for your reply.  I have already that done, as well.  I followed that same guide when attempting to set it up, initially.  The problem/concern I has is that when I assign the assistant, the setting "Enabled Channels" is locked to "Messaging".  I know "Email" doesn't fall into that channel, so that was my concern (that the assistant would only show up if the channel the interaction came in on was from an Inbound Message flow, not an Inbound Email flow.  The only part of that guide that I can't follow is enabling the "Conversations > Suggestions > All Permissions".  This isn't listed in my developer org as well as my production org.  We have CX3 licensing in production.

To sum up, I have
Enabled the permissions
Created a Knowledge base and populated it
Created a queue and configured and Email address on it, then tested it successfully
Created an Assistant, assigned it with that same knowledge base, and assigned it to the same queue the Inbound Email flow routes the interactions to

This is what I see when accepting an interaction on that queue.  I see no sub-pane for Agent Assist (light bulb), in the pane on the right side of the screen.  Scripts aren't configured, so that is expected to be disabled.

Hi Paul,

You'll need to create an Assistant and add queues to it, then it will show on interactions for the queues selected.

https://help.mypurecloud.com/articles/quick-start-set-up-agent-assist/

Hi Jane,

How is the pane added to the CX3 Agent Desktop?  That's probably my issue. I'm testing this in a paid developer org at present, sand have already verified the permissions assigned. 

Manual search is enabled for all digital channels (including email). Automatic search is channel-dependent and the channel support is exactly as Robert outlines. Manual search (and Knowledge Workbench which is where the knowledgebase is configured) may need to be turned on for your organization but the use case is supported.

You would need to be on GC2 or higher for this feature to be enabled.

Knowledge base article on manual search is here: https://help.mypurecloud.com/articles/genesys-agent-assist-kn-surface/

I see, that does help put the two in perspective, and I agree that web messaging is likely going to just replace chat as a feature at some point.  Thanks much, for the detailed reply.  So to sum up:

1. Agent Assist is not available for email interactions, even for being able to manually search KB articles
2. Agent Assist is coming for voice (I saw that this is Coming Soon https://genesyscloud.ideas.aha.io/ideas/DXAA-I-42 )
3. There is no mechanism at all for email agents to actually leverage KB articles published via the Knowledge Workbench

That all sound accurate?

I did see that the agent email UI is getting a refresh, but no details on any feature additions or I'd think they'd be called out in https://genesyscloud.ideas.aha.io/ideas/EPAD-I-27 .

There are a LOT of differences - all in this article:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

The biggest difference is that Web Messaging is now asynchronous like your SMS is on your phone.  All the new features like the RCS features are only available in Messaging.  

The main thing is that Chat is pretty much on its last legs and Messaging will be the platform moving forward.  Once we get voice-based co-browse in Messaging (looking like 6/28), there will no longer be a need for Chat and I would expect to see an EOL announcement before the end of the year.  

We are only deploying Web Messaging now and encouraging all Chat customers to move to Messaging.  

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

Paul,

Based on the email trail I am assuming agent assist isn't working on your org at all?  the Conversations > Suggestions > All Permissions" is required and if you are unable to add that to your role I believe we need to start there...

Can you shoot me an email ( mike.ray@genesys.com) with a couple of times you are free and we can get together to take a quick look.

Mike
 

Hi Jan,
Thanks for your reply.  I have already that done, as well.  I followed that same guide when attempting to set it up, initially.  The problem/concern I has is that when I assign the assistant, the setting "Enabled Channels" is locked to "Messaging".  I know "Email" doesn't fall into that channel, so that was my concern (that the assistant would only show up if the channel the interaction came in on was from an Inbound Message flow, not an Inbound Email flow.  The only part of that guide that I can't follow is enabling the "Conversations > Suggestions > All Permissions".  This isn't listed in my developer org as well as my production org.  We have CX3 licensing in production.

To sum up, I have
Enabled the permissions
Created a Knowledge base and populated it
Created a queue and configured and Email address on it, then tested it successfully
Created an Assistant, assigned it with that same knowledge base, and assigned it to the same queue the Inbound Email flow routes the interactions to

This is what I see when accepting an interaction on that queue.  I see no sub-pane for Agent Assist (light bulb), in the pane on the right side of the screen.  Scripts aren't configured, so that is expected to be disabled.

Hi Paul,

You'll need to create an Assistant and add queues to it, then it will show on interactions for the queues selected.

https://help.mypurecloud.com/articles/quick-start-set-up-agent-assist/

Hi Jane,

How is the pane added to the CX3 Agent Desktop?  That's probably my issue. I'm testing this in a paid developer org at present, sand have already verified the permissions assigned. 

Manual search is enabled for all digital channels (including email). Automatic search is channel-dependent and the channel support is exactly as Robert outlines. Manual search (and Knowledge Workbench which is where the knowledgebase is configured) may need to be turned on for your organization but the use case is supported.

You would need to be on GC2 or higher for this feature to be enabled.

Knowledge base article on manual search is here: https://help.mypurecloud.com/articles/genesys-agent-assist-kn-surface/

I see, that does help put the two in perspective, and I agree that web messaging is likely going to just replace chat as a feature at some point.  Thanks much, for the detailed reply.  So to sum up:

1. Agent Assist is not available for email interactions, even for being able to manually search KB articles
2. Agent Assist is coming for voice (I saw that this is Coming Soon https://genesyscloud.ideas.aha.io/ideas/DXAA-I-42 )
3. There is no mechanism at all for email agents to actually leverage KB articles published via the Knowledge Workbench

That all sound accurate?

I did see that the agent email UI is getting a refresh, but no details on any feature additions or I'd think they'd be called out in https://genesyscloud.ideas.aha.io/ideas/EPAD-I-27 .

There are a LOT of differences - all in this article:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

The biggest difference is that Web Messaging is now asynchronous like your SMS is on your phone.  All the new features like the RCS features are only available in Messaging.  

The main thing is that Chat is pretty much on its last legs and Messaging will be the platform moving forward.  Once we get voice-based co-browse in Messaging (looking like 6/28), there will no longer be a need for Chat and I would expect to see an EOL announcement before the end of the year.  

We are only deploying Web Messaging now and encouraging all Chat customers to move to Messaging.  

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

Hi,

From what I can tell "Conversation -> Suggestions -> All" is only available if you have the Agent Assist license.
From testing in my customer Org without the license the only custom role I've added to get Agent Assist to work on Messaging is "Assistants -> Queue -> View".
But here it only works work messaging and no other interaction types, I do wanna recall it showed up on calls as well on my org with the license, but I honestly don't remember anymore as it doesn't seem to be working now.

I think the documentation could use clarification on what is required for each features to work as it's not very detailed today.

Paul,

Based on the email trail I am assuming agent assist isn't working on your org at all?  the Conversations > Suggestions > All Permissions" is required and if you are unable to add that to your role I believe we need to start there...

Can you shoot me an email ( mike.ray@genesys.com) with a couple of times you are free and we can get together to take a quick look.

Mike
 

Hi Jan,
Thanks for your reply.  I have already that done, as well.  I followed that same guide when attempting to set it up, initially.  The problem/concern I has is that when I assign the assistant, the setting "Enabled Channels" is locked to "Messaging".  I know "Email" doesn't fall into that channel, so that was my concern (that the assistant would only show up if the channel the interaction came in on was from an Inbound Message flow, not an Inbound Email flow.  The only part of that guide that I can't follow is enabling the "Conversations > Suggestions > All Permissions".  This isn't listed in my developer org as well as my production org.  We have CX3 licensing in production.

To sum up, I have
Enabled the permissions
Created a Knowledge base and populated it
Created a queue and configured and Email address on it, then tested it successfully
Created an Assistant, assigned it with that same knowledge base, and assigned it to the same queue the Inbound Email flow routes the interactions to

This is what I see when accepting an interaction on that queue.  I see no sub-pane for Agent Assist (light bulb), in the pane on the right side of the screen.  Scripts aren't configured, so that is expected to be disabled.

Hi Paul,

You'll need to create an Assistant and add queues to it, then it will show on interactions for the queues selected.

https://help.mypurecloud.com/articles/quick-start-set-up-agent-assist/

Hi Jane,

How is the pane added to the CX3 Agent Desktop?  That's probably my issue. I'm testing this in a paid developer org at present, sand have already verified the permissions assigned. 

Manual search is enabled for all digital channels (including email). Automatic search is channel-dependent and the channel support is exactly as Robert outlines. Manual search (and Knowledge Workbench which is where the knowledgebase is configured) may need to be turned on for your organization but the use case is supported.

You would need to be on GC2 or higher for this feature to be enabled.

Knowledge base article on manual search is here: https://help.mypurecloud.com/articles/genesys-agent-assist-kn-surface/

I see, that does help put the two in perspective, and I agree that web messaging is likely going to just replace chat as a feature at some point.  Thanks much, for the detailed reply.  So to sum up:

1. Agent Assist is not available for email interactions, even for being able to manually search KB articles
2. Agent Assist is coming for voice (I saw that this is Coming Soon https://genesyscloud.ideas.aha.io/ideas/DXAA-I-42 )
3. There is no mechanism at all for email agents to actually leverage KB articles published via the Knowledge Workbench

That all sound accurate?

I did see that the agent email UI is getting a refresh, but no details on any feature additions or I'd think they'd be called out in https://genesyscloud.ideas.aha.io/ideas/EPAD-I-27 .

There are a LOT of differences - all in this article:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

The biggest difference is that Web Messaging is now asynchronous like your SMS is on your phone.  All the new features like the RCS features are only available in Messaging.  

The main thing is that Chat is pretty much on its last legs and Messaging will be the platform moving forward.  Once we get voice-based co-browse in Messaging (looking like 6/28), there will no longer be a need for Chat and I would expect to see an EOL announcement before the end of the year.  

We are only deploying Web Messaging now and encouraging all Chat customers to move to Messaging.  

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.

Hi Jan,
Thanks for testing in your environment.  I honestly hadn't realized that Agent Assist was an addon license to CX3, which was sold to us as the "be all, end all" for licensing on Genesys Cloud.  I thought we were done with the complex licensing concerns when moving off PureConnect, but I guess that was a pipe dream.

The documentation should absolutely note this on all the implementation-related pages for this feature, since there isn't just a single doc, and the whole thing falls apart without this.

Hi,

From what I can tell "Conversation -> Suggestions -> All" is only available if you have the Agent Assist license.
From testing in my customer Org without the license the only custom role I've added to get Agent Assist to work on Messaging is "Assistants -> Queue -> View".
But here it only works work messaging and no other interaction types, I do wanna recall it showed up on calls as well on my org with the license, but I honestly don't remember anymore as it doesn't seem to be working now.

I think the documentation could use clarification on what is required for each features to work as it's not very detailed today.

Paul,

Based on the email trail I am assuming agent assist isn't working on your org at all?  the Conversations > Suggestions > All Permissions" is required and if you are unable to add that to your role I believe we need to start there...

Can you shoot me an email ( mike.ray@genesys.com) with a couple of times you are free and we can get together to take a quick look.

Mike
 

Hi Jan,
Thanks for your reply.  I have already that done, as well.  I followed that same guide when attempting to set it up, initially.  The problem/concern I has is that when I assign the assistant, the setting "Enabled Channels" is locked to "Messaging".  I know "Email" doesn't fall into that channel, so that was my concern (that the assistant would only show up if the channel the interaction came in on was from an Inbound Message flow, not an Inbound Email flow.  The only part of that guide that I can't follow is enabling the "Conversations > Suggestions > All Permissions".  This isn't listed in my developer org as well as my production org.  We have CX3 licensing in production.

To sum up, I have
Enabled the permissions
Created a Knowledge base and populated it
Created a queue and configured and Email address on it, then tested it successfully
Created an Assistant, assigned it with that same knowledge base, and assigned it to the same queue the Inbound Email flow routes the interactions to

This is what I see when accepting an interaction on that queue.  I see no sub-pane for Agent Assist (light bulb), in the pane on the right side of the screen.  Scripts aren't configured, so that is expected to be disabled.

Hi Paul,

You'll need to create an Assistant and add queues to it, then it will show on interactions for the queues selected.

https://help.mypurecloud.com/articles/quick-start-set-up-agent-assist/

Hi Jane,

How is the pane added to the CX3 Agent Desktop?  That's probably my issue. I'm testing this in a paid developer org at present, sand have already verified the permissions assigned. 

Manual search is enabled for all digital channels (including email). Automatic search is channel-dependent and the channel support is exactly as Robert outlines. Manual search (and Knowledge Workbench which is where the knowledgebase is configured) may need to be turned on for your organization but the use case is supported.

You would need to be on GC2 or higher for this feature to be enabled.

Knowledge base article on manual search is here: https://help.mypurecloud.com/articles/genesys-agent-assist-kn-surface/

I see, that does help put the two in perspective, and I agree that web messaging is likely going to just replace chat as a feature at some point.  Thanks much, for the detailed reply.  So to sum up:

1. Agent Assist is not available for email interactions, even for being able to manually search KB articles
2. Agent Assist is coming for voice (I saw that this is Coming Soon https://genesyscloud.ideas.aha.io/ideas/DXAA-I-42 )
3. There is no mechanism at all for email agents to actually leverage KB articles published via the Knowledge Workbench

That all sound accurate?

I did see that the agent email UI is getting a refresh, but no details on any feature additions or I'd think they'd be called out in https://genesyscloud.ideas.aha.io/ideas/EPAD-I-27 .

There are a LOT of differences - all in this article:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

The biggest difference is that Web Messaging is now asynchronous like your SMS is on your phone.  All the new features like the RCS features are only available in Messaging.  

The main thing is that Chat is pretty much on its last legs and Messaging will be the platform moving forward.  Once we get voice-based co-browse in Messaging (looking like 6/28), there will no longer be a need for Chat and I would expect to see an EOL announcement before the end of the year.  

We are only deploying Web Messaging now and encouraging all Chat customers to move to Messaging.  

What is the difference between web messaging and chat?  They are the same thing in my view, so I'm a bit lost.  I wanted this for email purely so agents could at least manually search the KB while working the email interactions.  Canned responses don't support bulk upload, and don't work in bot flows like KB articles would.  It's like Genesys has several teams working on these features and they're not allowed to work with each other...

Currently, it is only for Messaging and Voice coming soon (end of Q2).  That means SMS, MMS, Web Messaging, and Social Media Messaging channels.  Chat is dead and most likely will never be changed to support Agent Assist.  Email Agent Assist is interesting, but not so sure if possible, with all the threading and inclusion of the original body in each.  

Is it supported for anything other than chat at this point?  I wanted to test it with email, even if it didn't auto-surface KB articles and the agents had to use the manual surfacing/search.  We'd want to use the same KB for chat and email, and the email canned responses are not practical for that since it'd require duplicate efforts to manage that and the KB articles.