AI Assist & Handoff Providers — Integration

Overview

Connect AI providers for summaries, drafts, classification, recommendations, agent assistance, and governed AI-to-human handoff results inside the Agent Desk case workflow.

Capabilities

• Case and conversation summaries for agent review

• Draft customer replies and suggested actions

• Classification and recommendation results

• Governed provider-work requests and AI result receipts

• AI-to-human handoff into Agent Desk case operations

1. 1

   Step 1

   Configure a provider that advertises AI_ASSIST and/or AI_HANDOFF.

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2. 2

   Step 2

   Select the provider connection for the relevant Agent Desk integration role.

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3. 3

   Step 3

   Request AI assistance from the case workspace and receive the structured result into Agent Desk.

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Limitations

• AI suggestions and handoff results enter the normal Agent Desk permission, case-scope, conversation, action, and audit workflow.

FAQs

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