Agent Assist
Agent Assist drafts the reply from your help centre. Your agent sends it.
Open the Knowledge panel in a chat or a ticket. It suggests the articles that match the customer’s question and drafts a reply from them, with the source underneath. Nothing goes to the customer until your agent sends it.
- Works in
- Web chat
- Tickets
Answering today
The answer is in the help centre. The agent is searching for it in another tab.
“Where’s that article about delivery times?”
Every agent keeps their own bookmarks, and new agents don’t have any yet.
“I wrote the same reply twelve times today.”
Copying from an article, then fixing the tone, is most of the job on a busy day.
“Two agents gave two different answers.”
When replies come from memory, the customer gets whichever version the agent remembers.
Suggested articles
Five articles that match the customer’s last two messages.
Agent Assist reads what the customer just wrote and searches every knowledge base the agent may see. Insert an article’s text into the reply, or, for a customer-facing article, a link to its help-centre page.
- Searched in English, Malay and Chinese
- Insert the text, or a link to the help centre
- Search it yourself from the same panel
Suggested articles for the chat, each from the Teras Home Help Centre, with Insert text and Insert link.
The draft
A drafted reply with its source underneath.
Agent Assist writes a reply from the matching articles only, and names the article it used. In a chat the draft is short and plain; in a ticket it’s a few paragraphs. The agent uses it, edits it or drafts again.
- Cites the article it came from
- Short in chat, paragraphs in tickets
- Never sent on its own
“Nothing is sent until you send it.” The AI reply, its source article and Use this draft.
What it reads
Internal playbooks for your agents, never for your customers.
Unlike the customer-facing bot, Agent Assist can draft from internal articles the agent is allowed to see, such as a claims playbook. The panel warns when a draft cites one, and only customer-facing articles get an Insert link.
- Internal and customer-facing knowledge bases
- Who sees what is checked on the server
- A warning before you paste an internal answer
Teras Home’s internal Showroom & support playbook, and its Help Centre for customers in English, Malay and Chinese.
Tickets
Ticket drafts read the public replies, never the internal notes.
In a ticket, Agent Assist reads the subject, the description and the public messages. Internal notes stay out of the draft, so a note like “customer is difficult” never ends up in a reply.
- Opens from the ticket composer
- Subject, description and public replies only
- Drafts written as paragraphs
An internal note on TKT-1201, marked not visible to the customer. Ticket drafts don’t read notes like this one.
Gaps
When the agent can’t find it either, it goes on the list.
A search in Agent Assist that finds nothing is kept as an unanswered question, next to the ones the bot couldn’t answer. Similar questions are grouped, and Make a draft turns a group into a draft article for someone to check and publish.
- The bot’s and the agents’ gaps in one list
- Grouped, most asked first
- Drafts are never published on their own
Unanswered questions, most asked first: gift-wrapping six times, a Malay trade-in question five, each with Make a draft.
Connected to everything else in Axonave
One article answers the customer, the bot and the agent.
Agent Assist drafts from the same knowledge base your help centre shows and your bot answers from. Fix an article once and all three use the new version.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
Help centre
The articles Agent Assist suggests and links to.
Omnichannel inbox
The Knowledge panel opens from every chat’s composer.
Helpdesk
Ticket drafts from the subject and the public replies.
AI
The same guardrails and masking as the bot.
One reply, start to finish
A Malay delivery question, answered from the help centre in a minute.
Wong Kar Yan asked the Teras Home bot for a person, then asked how long a sofa in stock takes to reach Shah Alam. Here is what Mei Ling did next.
- 7:45 pmWong Kar Yan asks the bot for a person. It hands over, with the reason: the customer asked for a person.
- 7:45 pmMei Ling Tan has the chat. Next message, in Malay: how long does delivery to Shah Alam take?
- 7:45 pmMei Ling opens Agent Assist. It drafts two lines in Malay from the help centre’s delivery article.
- 7:46 pmMei Ling uses the draft and sends it: 3 to 5 working days to Shah Alam.
From Teras Home, our demo workspace. A real recording of the inbox.
Who answers with it
New agents
The right article on day one, without knowing where anything is.
Multilingual teams
A Malay question gets a Malay draft from the Malay article.
Warranty and claims
Internal playbooks for agents, kept out of customer replies.
Questions about Agent Assist
Does Agent Assist send replies by itself?
No. It suggests articles and drafts a reply. The agent puts the draft in the reply box, edits it if they want, and sends it.
Where does the draft come from?
Only from your knowledge bases, the ones the agent is allowed to see. The draft names the article it used, and the panel warns you when that article is internal.
Does it work in tickets as well as chats?
Yes. It opens from the chat composer and the ticket composer. A ticket draft reads the subject, the description and the public replies, never the internal notes.
Which languages does it understand?
The search finds articles for questions in English, Malay and Chinese, and your articles can be written in each of them.
Is customer data masked before the AI sees it?
Yes. Card numbers, bank accounts, IC and passport numbers and secrets are masked before every AI call, Agent Assist included. Emails and phone numbers are masked by default too.
Who can use it?
Admins, managers, supervisors, agents and bot managers, wherever they can reply. Auditors and viewers can’t.
Which plan has Agent Assist?
Pro, which includes 2,000,000 AI tokens a month. Basic can add an AI pack of 1,000,000 tokens for $20 a month. There’s no per-answer charge.
Is there a free trial?
Yes. Try Pro free for 14 days, Agent Assist included. No card needed.
See Agent Assist draft from your own help centre.
We reply within one business day by email or WhatsApp.