[{"data":1,"prerenderedAt":483},["ShallowReactive",2],{"pomoc:\u002Fhelp\u002Fconversations\u002Fai-assist":3,"pomoc-pages:help_en":158},{"id":4,"title":5,"alt":6,"body":7,"description":148,"extension":149,"key":150,"meta":151,"navigation":152,"order":153,"path":154,"seo":155,"stem":156,"__hash__":157},"help_en\u002Fhelp\u002Fconversations\u002Fai-assist.md","AI assist for agents","\u002Fpomoc\u002Frozmowy\u002Fai-asysta",{"type":8,"value":9,"toc":138},"minimark",[10,14,19,37,41,44,65,69,78,82,102,106,126,130],[11,12,13],"p",{},"Once you take over a conversation, you don't have to write everything\nfrom scratch. AI assist generates a draft reply based on your\nknowledge base and the context of the conversation so far. You can\naccept it as is, edit it before sending, or reject it.",[15,16,18],"h2",{"id":17},"how-to-start","How to start",[20,21,22,26,34],"ol",{},[23,24,25],"li",{},"Open a conversation in which you are the assigned agent.",[23,27,28,29,33],{},"In the reply field, click the ",[30,31,32],"strong",{},"Generate AI draft"," button (the\nwand icon).",[23,35,36],{},"Wait a few seconds for the suggestion to appear.",[15,38,40],{"id":39},"what-happens-to-the-suggestion","What happens to the suggestion",[11,42,43],{},"Once the draft is generated, you have three options:",[45,46,47,53,59],"ul",{},[23,48,49,52],{},[30,50,51],{},"Accept",": the suggestion is placed in the message field, and you\ncan send it right away or edit it further.",[23,54,55,58],{},[30,56,57],{},"Reject",": the suggestion disappears, and the AI does not remember\nthe rejection.",[23,60,61,64],{},[30,62,63],{},"Edit",": change the text in the field and send it. There is no\nseparate button; you simply modify the text that appeared after\naccepting.",[15,66,68],{"id":67},"where-the-model-gets-the-answer","Where the model gets the answer",[11,70,71,72,77],{},"AI assist uses exactly the same knowledge base and the same bot\npersonality you set up in\n",[73,74,76],"a",{"href":75},"\u002Fhelp\u002Fbot-configuration","Bot configuration",". This way, the draft\nsounds consistent with the rest of your brand's communication,\nregardless of whether you are writing or the bot is replying.",[15,79,81],{"id":80},"when-to-use-it","When to use it",[45,83,84,90,96],{},[23,85,86,89],{},[30,87,88],{},"Standard customer questions",": when the answer is definitely in\nthe knowledge base, but you don't want to type it out by hand.",[23,91,92,95],{},[30,93,94],{},"Complex procedures",": when the answer requires quoting steps from\nseveral articles. Accept the draft and add personalization.",[23,97,98,101],{},[30,99,100],{},"Tricky tone",": when you're not sure how to phrase information for\nthe customer. The draft will show a neutral version that you can\nadjust.",[15,103,105],{"id":104},"when-not-to-use-it","When not to use it",[45,107,108,114,120],{},[23,109,110,113],{},[30,111,112],{},"Questions requiring an individual decision"," (e.g. about the status\nof a specific order, or a quote for a specific customer), because the\nbot doesn't have access to your system and the answer will be\ngeneric.",[23,115,116,119],{},[30,117,118],{},"Sensitive situations"," (complaints, grievances, conflicts), because\nthey require an individual tone and human judgment.",[23,121,122,125],{},[30,123,124],{},"Short exchanges"," (one-word \"yes\", \"no\", \"thanks\"), because typing\nthem by hand takes less time than generating a draft.",[15,127,129],{"id":128},"whats-next","What's next",[11,131,132,133,137],{},"You can only use AI assist in conversations you have previously taken\nover from the bot. Check the article\n",[73,134,136],{"href":135},"\u002Fhelp\u002Flive-support\u002Ftaking-over-a-conversation","Live support, taking over a conversation",".",{"title":139,"searchDepth":140,"depth":140,"links":141},"",2,[142,143,144,145,146,147],{"id":17,"depth":140,"text":18},{"id":39,"depth":140,"text":40},{"id":67,"depth":140,"text":68},{"id":80,"depth":140,"text":81},{"id":104,"depth":140,"text":105},{"id":128,"depth":140,"text":129},"How to generate a draft reply based on your knowledge base while handling a conversation.","md","conversations\u002Fai-assist",{},true,4,"\u002Fhelp\u002Fconversations\u002Fai-assist",{"title":5,"description":148},"help\u002Fconversations\u002Fai-assist","_NNEVK58p87V5evSbDRJybfUVVXA4IOfhE9rISZaxwo",[159,164,167,173,179,184,189,194,199,204,209,213,218,223,228,233,238,243,248,253,258,263,268,273,278,283,289,294,299,304,309,314,319,324,325,330,335,340,345,350,355,360,366,371,376,381,387,392,397,402,408,413,419,425,431,437,443,447,453,459,465,471,477],{"path":160,"title":161,"description":162,"order":163,"key":163},"\u002Fhelp\u002Fconversations\u002Fconversation-details","Conversation details","[object Object]",null,{"path":165,"title":166,"description":162,"order":163,"key":163},"\u002Fhelp\u002Fteam-and-account\u002Ftwo-factor-authentication","Two-factor authentication",{"path":168,"title":169,"description":170,"order":171,"key":172},"\u002Fhelp","Fibly Help Center","Guides, instructions, and answers to questions about setting up and working with Fibly day to day.",0,"index",{"path":174,"title":175,"description":176,"order":177,"key":178},"\u002Fhelp\u002Fbot-configuration\u002Fbrand","Brand","How to set your website address and a short brand description, the two fields the Fibly bot uses as its basic context.",1,"bot-configuration\u002Fbrand",{"path":180,"title":181,"description":182,"order":177,"key":183},"\u002Fhelp\u002Fcustomers\u002Fcustomer-list","Customer list","How to view, filter, and search customers in the Fibly dashboard.","customers\u002Fcustomer-list",{"path":185,"title":186,"description":187,"order":177,"key":188},"\u002Fhelp\u002Fgetting-started\u002Fhow-the-bot-works","How the Fibly bot works","An overview of the architecture, from the customer's question to handing the matter over to your team.","getting-started\u002Fhow-the-bot-works",{"path":190,"title":191,"description":192,"order":177,"key":193},"\u002Fhelp\u002Finstallation\u002Fwordpress","Installing on WordPress","Three ways to add the Fibly widget to a WordPress-based site.","installation\u002Fwordpress",{"path":195,"title":196,"description":197,"order":177,"key":198},"\u002Fhelp\u002Fconversations\u002Flist-and-filters","List and filters","How to filter, sort, and find conversations in the Fibly dashboard.","conversations\u002Flist-and-filters",{"path":200,"title":201,"description":202,"order":177,"key":203},"\u002Fhelp\u002Fanalytics\u002Foverview","Overview","What the metric tiles and charts on the Fibly panel's home screen show.","analytics\u002Foverview",{"path":205,"title":206,"description":207,"order":177,"key":208},"\u002Fhelp\u002Fbilling\u002Fplans","Plans","A comparison of the Starter, Professional, and Enterprise plans in Fibly, plus the available add-ons.","billing\u002Fplans",{"path":135,"title":210,"description":211,"order":177,"key":212},"Taking over a conversation","How to take a conversation over from the bot and handle it personally as an agent.","live-support\u002Ftaking-over-a-conversation",{"path":214,"title":215,"description":216,"order":177,"key":217},"\u002Fhelp\u002Fteam-and-account\u002Fteam-members","Team members","How to invite, edit, and remove a user in the Fibly dashboard.","team-and-account\u002Fteam-members",{"path":219,"title":220,"description":221,"order":177,"key":222},"\u002Fhelp\u002Fwidget\u002Fappearance","Widget appearance","How to match the colors, button text, and chat window title to your brand.","widget\u002Fappearance",{"path":224,"title":225,"description":226,"order":177,"key":227},"\u002Fhelp\u002Ftroubleshooting\u002Fwidget-not-appearing","Widget not appearing","What to check when the chat button doesn't show up after embedding the script on your site.","troubleshooting\u002Fwidget-not-appearing",{"path":229,"title":230,"description":231,"order":140,"key":232},"\u002Fhelp\u002Ftroubleshooting\u002Fbot-gives-wrong-answers","Bot gives wrong answers","What to do when the bot answers inaccurately, mixes up facts, or makes things up.","troubleshooting\u002Fbot-gives-wrong-answers",{"path":234,"title":235,"description":236,"order":140,"key":237},"\u002Fhelp\u002Fanalytics\u002Fcontrol-center","Control Center","Advanced escalation analytics, bot confidence breakdown, and recommendations in the Fibly panel.","analytics\u002Fcontrol-center",{"path":239,"title":240,"description":241,"order":140,"key":242},"\u002Fhelp\u002Fbilling\u002Fcredits-and-usage","Credits and usage","What AI credits are, how many a single bot message consumes, and where to check your current usage.","billing\u002Fcredits-and-usage",{"path":244,"title":245,"description":246,"order":140,"key":247},"\u002Fhelp\u002Fcustomers\u002Fcustomer-profile","Customer profile","How to edit customer details, add notes, review conversation history, and anonymize data in line with GDPR.","customers\u002Fcustomer-profile",{"path":249,"title":250,"description":251,"order":140,"key":252},"\u002Fhelp\u002Flive-support\u002Fending-a-conversation","Ending a conversation","How to hand a conversation back to the bot or close it with a resolution outcome.","live-support\u002Fending-a-conversation",{"path":254,"title":255,"description":256,"order":140,"key":257},"\u002Fhelp\u002Fgetting-started\u002Ffirst-login","First login","How to accept your Fibly invitation and get access to the admin dashboard.","getting-started\u002Ffirst-login",{"path":259,"title":260,"description":261,"order":140,"key":262},"\u002Fhelp\u002Fknowledge-base\u002Fimport-markdown","Import Markdown files","How to import existing documentation in Markdown format into the Fibly knowledge base.","knowledge-base\u002Fimport-markdown",{"path":264,"title":265,"description":266,"order":140,"key":267},"\u002Fhelp\u002Finstallation\u002Fshopify","Installing on Shopify","How to add the Fibly widget to a Shopify store by editing the theme.liquid file.","installation\u002Fshopify",{"path":269,"title":270,"description":271,"order":140,"key":272},"\u002Fhelp\u002Fbot-configuration\u002Fmessages","Messages","How to set the bot's first message and choose one of three conversational personalities.","bot-configuration\u002Fmessages",{"path":274,"title":275,"description":276,"order":140,"key":277},"\u002Fhelp\u002Fteam-and-account\u002Froles-and-permissions","Roles and permissions","What the Admin, Manager, and Agent can do in the Fibly dashboard.","team-and-account\u002Froles-and-permissions",{"path":279,"title":280,"description":281,"order":140,"key":282},"\u002Fhelp\u002Fwidget\u002Fwelcome-notification","Welcome notification","How to set a short message that encourages the customer to open the chat.","widget\u002Fwelcome-notification",{"path":284,"title":285,"description":286,"order":287,"key":288},"\u002Fhelp\u002Fconversations\u002Fclosing-a-conversation","Closing a conversation","How to mark finished conversations as resolved or unresolved, and why it matters.",3,"conversations\u002Fclosing-a-conversation",{"path":290,"title":291,"description":292,"order":287,"key":293},"\u002Fhelp\u002Fbot-configuration\u002Fhuman-support","Human support","How to configure handing conversations over to your team when the bot can't handle a question.","bot-configuration\u002Fhuman-support",{"path":295,"title":296,"description":297,"order":287,"key":298},"\u002Fhelp\u002Finstallation\u002Fwix","Installing on Wix","How to add the Fibly widget to a Wix site through the site settings panel.","installation\u002Fwix",{"path":300,"title":301,"description":302,"order":287,"key":303},"\u002Fhelp\u002Fwidget\u002Fnotification-sound","Notification sound","How to choose the audio cue the widget plays for the customer when new messages arrive.","widget\u002Fnotification-sound",{"path":305,"title":306,"description":307,"order":287,"key":308},"\u002Fhelp\u002Fgetting-started\u002Fquick-start","Quick start","A checklist for first launching the bot, from logging in to the first conversation.","getting-started\u002Fquick-start",{"path":310,"title":311,"description":312,"order":287,"key":313},"\u002Fhelp\u002Fbilling\u002Fteam-seats","Team seats","What the seat limit means, how to buy additional seats, and what happens when you exceed the limit.","billing\u002Fteam-seats",{"path":315,"title":316,"description":317,"order":287,"key":318},"\u002Fhelp\u002Fteam-and-account\u002Fuser-profile","User profile","How to change your first name, last name, and review your account details in the Fibly dashboard.","team-and-account\u002Fuser-profile",{"path":320,"title":321,"description":322,"order":287,"key":323},"\u002Fhelp\u002Fknowledge-base\u002Fmanually-written-article","Writing articles manually","How to write knowledge base articles in the Fibly editor, in visual or source mode.","knowledge-base\u002Fmanually-written-article",{"path":154,"title":5,"description":148,"order":153,"key":150},{"path":326,"title":327,"description":328,"order":153,"key":329},"\u002Fhelp\u002Fteam-and-account\u002Fchanging-password","Changing your password","How to update the password for your Fibly account.","team-and-account\u002Fchanging-password",{"path":331,"title":332,"description":333,"order":153,"key":334},"\u002Fhelp\u002Fwidget\u002Fenabling-and-disabling","Enabling and disabling the widget","How to temporarily hide the chat button without removing the code from your site.","widget\u002Fenabling-and-disabling",{"path":336,"title":337,"description":338,"order":153,"key":339},"\u002Fhelp\u002Finstallation\u002Fprestashop","Installing on PrestaShop","How to install the official Fibly module in a PrestaShop store.","installation\u002Fprestashop",{"path":341,"title":342,"description":343,"order":153,"key":344},"\u002Fhelp\u002Fbilling\u002Finvoices","Invoices","Where to find your invoices, what their payment statuses mean, and how to download a PDF.","billing\u002Finvoices",{"path":346,"title":347,"description":348,"order":153,"key":349},"\u002Fhelp\u002Fbot-configuration\u002Fknowledge-base-context","Knowledge base context","How to set the depth of prerequisites the bot takes into account when answering.","bot-configuration\u002Fknowledge-base-context",{"path":351,"title":352,"description":353,"order":153,"key":354},"\u002Fhelp\u002Ftroubleshooting\u002Fno-email-notifications","No email notifications","What to check when you're not receiving escalation emails or the weekly summary.","troubleshooting\u002Fno-email-notifications",{"path":356,"title":357,"description":358,"order":153,"key":359},"\u002Fhelp\u002Fknowledge-base\u002Fpinning-articles","Pinning articles","How to choose up to three key articles that your Fibly bot reads before every answer.","knowledge-base\u002Fpinning-articles",{"path":361,"title":362,"description":363,"order":364,"key":365},"\u002Fhelp\u002Fbilling\u002Fchanging-plan","Changing your plan","How to move to a higher or lower plan in Fibly.",5,"billing\u002Fchanging-plan",{"path":367,"title":368,"description":369,"order":364,"key":370},"\u002Fhelp\u002Ftroubleshooting\u002Fconversation-not-in-live-support","Conversation not appearing in Live support","Diagnosing the situation where a customer asks for a human but the conversation doesn't reach the agent queue.","troubleshooting\u002Fconversation-not-in-live-support",{"path":372,"title":373,"description":374,"order":364,"key":375},"\u002Fhelp\u002Finstallation\u002Fsquarespace","Installing on Squarespace","How to embed the Fibly widget on a Squarespace site through the \"Code Injection\" section.","installation\u002Fsquarespace",{"path":377,"title":378,"description":379,"order":364,"key":380},"\u002Fhelp\u002Fknowledge-base\u002Fprerequisites","Prerequisites","How to link knowledge base articles into groups that your Fibly bot reads together.","knowledge-base\u002Fprerequisites",{"path":382,"title":383,"description":384,"order":385,"key":386},"\u002Fhelp\u002Fknowledge-base\u002Fcontent-quality","Content quality","How Fibly automatically assesses knowledge base articles and what each status means.",6,"knowledge-base\u002Fcontent-quality",{"path":388,"title":389,"description":390,"order":385,"key":391},"\u002Fhelp\u002Finstallation\u002Fdomain-verification","Domain verification","How to confirm that you own the domain where you're embedding the Fibly widget.","installation\u002Fdomain-verification",{"path":393,"title":394,"description":395,"order":385,"key":396},"\u002Fhelp\u002Finstallation\u002Fcustom-website","Installing on a custom website","How to embed the Fibly widget in plain HTML, Next.js, Nuxt, Vue, and React.","installation\u002Fcustom-website",{"path":398,"title":399,"description":400,"order":385,"key":401},"\u002Fhelp\u002Fteam-and-account\u002Fweekly-summary","Weekly summary","A weekly email with metrics on your bot's performance and improvement suggestions.","team-and-account\u002Fweekly-summary",{"path":403,"title":404,"description":405,"order":406,"key":407},"\u002Fhelp\u002Fknowledge-base\u002Fbest-practices","Best practices","Tips for writing, organizing, and maintaining your Fibly bot's knowledge base.",7,"knowledge-base\u002Fbest-practices",{"path":409,"title":410,"description":411,"order":406,"key":412},"\u002Fhelp\u002Finstallation\u002Finstallation-verification","Installation verification","How to check that the Fibly widget works correctly after embedding it on your site.","installation\u002Finstallation-verification",{"path":414,"title":415,"description":416,"order":417,"key":418},"\u002Fhelp\u002Fgetting-started","Getting started","What Fibly is, how the bot works, and what to prepare before your first login.",10,"getting-started\u002Findex",{"path":420,"title":421,"description":422,"order":423,"key":424},"\u002Fhelp\u002Finstallation","Widget installation","How to embed the Fibly widget on your website. Ready-made instructions for the most popular platforms.",20,"installation\u002Findex",{"path":426,"title":427,"description":428,"order":429,"key":430},"\u002Fhelp\u002Fwidget","Widget","How to customize the appearance, content, and behavior of the chat widget on your website.",25,"widget\u002Findex",{"path":432,"title":433,"description":434,"order":435,"key":436},"\u002Fhelp\u002Fknowledge-base","Knowledge base","How to build and maintain the knowledge base your Fibly bot draws its answers from.",30,"knowledge-base\u002Findex",{"path":438,"title":439,"description":440,"order":441,"key":442},"\u002Fhelp\u002Fconversations","Conversations","How to browse, filter, and analyze customer conversations with the bot and your team.",35,"conversations\u002Findex",{"path":75,"title":76,"description":444,"order":445,"key":446},"How to set the brand, tone of voice, escalation behavior, and answer context for the Fibly bot.",40,"bot-configuration\u002Findex",{"path":448,"title":449,"description":450,"order":451,"key":452},"\u002Fhelp\u002Flive-support","Live support","How to handle conversations waiting for an agent, take them over from the bot, and end them.",45,"live-support\u002Findex",{"path":454,"title":455,"description":456,"order":457,"key":458},"\u002Fhelp\u002Fanalytics","Analytics","How to read the metrics and charts about your bot's and your team's work in the Fibly panel.",50,"analytics\u002Findex",{"path":460,"title":461,"description":462,"order":463,"key":464},"\u002Fhelp\u002Fcustomers","Customers","How to view and manage the profiles of people who have talked to the bot on your website.",55,"customers\u002Findex",{"path":466,"title":467,"description":468,"order":469,"key":470},"\u002Fhelp\u002Fteam-and-account","Team and account","How to manage team members, roles, your own profile, and access security.",60,"team-and-account\u002Findex",{"path":472,"title":473,"description":474,"order":475,"key":476},"\u002Fhelp\u002Fbilling","Billing","How plans, AI credits, team seats, and invoices work in Fibly.",65,"billing\u002Findex",{"path":478,"title":479,"description":480,"order":481,"key":482},"\u002Fhelp\u002Ftroubleshooting","Troubleshooting","Diagnosing the most common issues with the widget and the Fibly dashboard.",999,"troubleshooting\u002Findex",1782382441874]