Table of contents
- Integrating FlowHunt as an AI provider (separate article)
- Creating an AI agent in FlowHunt
- Providing sources for the AI
- Connecting the AI agent to LiveAgent
- Answer assistant feature overview (separate article)
The Answer assistant feature is an AI-powered tool built into the reply editor. It helps agents to generate professional responses to customer queries & refine answer drafts based on provided instructions, supporting a wide range of AI LLM models.
In order to use the Answer assistant feature, it is required to connect your LiveAgent account with FlowHunt or OpenAI.
When integrated via FlowHunt, the AI session is maintained across all modifications of the draft until the Answer assistant window is closed. OpenAI integration does not maintain the session but starts a new one on every draft generation.
FlowHunt, our no-code AI automation platform, is a product of our company, Quality Unit, like LiveAgent. By utilizing our AI features with FlowHunt, we ensure data safety and offer priority support. For customers with active LiveAgent & FlowHunt subscriptions, our support team offers a full initial setup. If you're interested in our free setup service, feel free to contact us at support@liveagent.com.
Creating the AI agent
Before you can use the Answer assistant feature integrated via FlowHunt, you must first create an AI agent for it. Log in to your FlowHunt account and in the menu, navigate to the "Agents Library" section. Search for the "LiveAgent AI Answer Assistant (Composer & Improver)" agent, and click on the "Add to my agents" button.
The AI agent comes with pre-set components ready for basic initial testing of the Answer assistant feature. After testing the feature, it is strongly recommended to edit the system message to define the prompt & instructions that suit your business needs, and optionally add more components to achieve your desired workflow. If you would need any assistance with adjusting the configuration, do not hesitate to contact our FlowHunt support team at support@flowhunt.io.
To learn more about FlowHunt and its features please visit our FlowHunt website.
After making the necessary adjustments to the components, click the “Publish Agent” button in the top right corner.
Providing sources for the AI agent
To ensure the AI generates accurate, relevant, and up-to-date answers, it needs access to the correct information. This can be achieved by creating knowledge sources.
To add knowledge sources, navigate in your FlowHunt dashboard to the "Knowledge sources" section in the menu. The following knowledge sources are available:
- Schedules - periodic checks of your website and its pages to capture the available information for later use
- Questions & Answers - quick pre-defined answers to the most common queries
- Documents - various documents and media files uploaded for instant utilization
By default, the Answer assistant AI agent will use all knowledge sources in your workspace. If you want the AI to use only specific knowledge sources, you can either separate them by workspaces, or restrict them in the agent's configuration. Our FlowHunt support team will be happy to assist you with the setup.
Connecting the AI agent to LiveAgent
To set up the Answer assistant, navigate in your agent panel to Configuration > AI > Answer Assistant, click on the "Add model" button, and select your connected FlowHunt workspace.
In the Add model window, select the AI agent you've created in FlowHunt for the Answer assistant (default name "LiveAgent AI Answer Assistant (Composer & Improver)", and enter the internal name that the system and other settings will use to refer to this model.
Once the model is added, you are ready to use the Answer assistant feature. For a detailed overview of the feature and guide on how to utilize it, see our Answer assistant overview article.