Service Assistant for Messaging Features

Automatically Start Dynamic Plans

Service Assistant starts a dynamic plan as soon as the service plan summary is generated, so service reps don't click Start Plan. This allows reps to get started resolving the issue faster.

A plan only starts automatically after these requirements are met.

• The record meets your eligibility criteria.
• The chat session contains at least five messages.

To use this feature, turn it on from the Service Assistant Setup page. No other setup or permissions are required. When turned on, the Start Plan button isn't shown in the plan summary. See Setup Service Assistant for Messaging.

Service Replies

A capability of Service Assistant that surfaces AI-generated suggested reply cards in the Service Assistant component during active messaging sessions.

Service reps can post or edit a reply before sending it to the customer. Service Replies and service plans operate independently. Suggested replies aren't used as grounding for service plans, and service plan steps aren't used to generate suggested replies. When a rep posts a reply, it enters the conversation and becomes available as context for future plan steps.

See Service Replies for Service Assistant.