Overview
Use configured AI_ASSIST and AI_HANDOFF providers while retaining normal Agent Desk case, permission, communication, and audit controls.
Problem
Agents spend time reading long histories, classifying issues, preparing replies, and understanding handoff context.
Solution
Request structured AI assistance from the case workspace and record provider results and agent decisions inside Agent Desk.
How it works
Agent Desk can issue governed provider-work requests and receive AI result or handoff receipts, giving agents assistance alongside the case conversation, context, timeline, and operational controls.
Who is this for
Support Agent
Support Manager
Expected outcomes
- Faster case understanding and reply preparation
- AI results remain part of governed service operations
Key metrics
Security impact
- Case context supplied to the configured AI provider and returned assistance/result metadata · PII: yes where requester, conversation, attachment, identity, or case context contains personal data
Compliance
- Workspace permissions, Agent Desk resource authorization, visibility policy, audit, retention, and legal-hold controls
Availability & next steps
Free
Team
Pro
Enterprise