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Agent Assist Helper Functions
When running a Workflow with access to the Agent Assist licence part (either assigned System-wide or to your User), a number of Helper Functions are available to use. These allow the designer to easily perform common tasks, build handling for automatic actions and processes, and deepen the integration with Agent Assist.
Please note that all of these Helper Functions are documented for the current release of Agent Guidance. They may be incompatible with older releases of Agent Guidance, or custom/outdated Controls or versions of the local Interaction Capture service.
Note: some of these Helper Functions are asynchronous and make use of Promises. Promises are a form of JavaScript that allow for subsequent actions to be triggered once their asynchronous actions have been completed, and require a slightly different way of writing and designing your JavaScript. They also do not cause the usual Run Calculations process to occur when they complete, so if assigning a value to a Field then the assignment won't be visible to the agent until JavaScript is next triggered. An easy way to do this is to use Script.Utils.DoCalculations() or trigger a JavaScript - Button at the end of a Promise, as this will cause the Page to execute JavaScript immediately.
All of the items documented below are relative to the root: Script.Plugins.agentassist. So, to use the openWidget Helper Function you could use the following code:
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Script.Plugins.agentassist.openWidget();
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These Helper Functions cover a range of behaviour, not fitting neatly into the other groupings.
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Name
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Description
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Response
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Example
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setConnector
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Changes the currently-active Connector to be used for any AI-enriched actions.
Required parameters:
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None
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Script.Plugins.agentassist.setConnector("connector-ai-gpt-azure", "GPT 4 - Warm");
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getAIHistory
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Returns an array of objects containing the history of queries sent for AI analysis, and the resulting responses to each.
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[{"role": "user", "time": "2024-08-06T10:15:38.077Z", "content": "What was the caller's original problem?"}, {"role": "assistant", "time": "2024-08-06T10:15:38.778Z", "content": "The caller had been trying to troubleshoot a connectivity issue with their GX411 router, but the standard troubleshooting guides hadn't resolved the issue."}]
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let aiHistoryArray = Script.Plugins.agentassist.getAIHistory();
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These Helper Functions relate to adding content to the AI tab of the Agent Assist widget.
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Name
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Description
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Response
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Example
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askQuestion
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Submits a question to the currently-active Connector with the conversational context. The response is a promise that comprises a string of the answer, and the question and answer also get added to the AI tab of the Agent Assist widget.
If the label is provided, then it will be used as the heading of the card containing the answer; otherwise, the question will be used.
Required parameter:
Optional parameter:
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Promise: "answer string"
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Script.Plugins.agentassist.askQuestion("What is the caller's problem?", "Call Purpose").then(response => [Call Purpose] = response);
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notify
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Adds a content card to the AI tab of the Agent Assist widget.
Required parameters:
Optional parameter:
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None
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Script.Plugins.agentassist.notify("Emotion improving!", "Well done on improving the emotion in the interaction", "success");
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addArticles
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Adds an "Article suggestions" card to the AI tab of the Agent Assist widget. Each article provided will appear as a separate named link within the card.
Each supplied article object has the following structure: {"title": "xxxxx", "url": "yyyyy"}
Required parameter:
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None
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let articlesArray = [{"title": "GX411 Troubleshooting", "url": "S:\\Troubleshooting\\GX411.pdf"}, {"title": "Router Troubleshooting", "url": "https://examplecompany.com/guides/routers.html"}];
Script.Plugins.agentassist.addArticles(articlesArray);
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These Helper Functions relate to managing categories.
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Name
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Description
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Response
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Example
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addCategory
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Adds a new category, similarly to the functionality of the Agent Assist - Category Actions Field.
Required parameter:
Optional parameters:
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None
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Script.Plugins.agentassist.addCategory("Customer Frustrated", "[ST Effort] C: Frustration", "customer", false, Script.Utils.GetCSObject([Toast - Customer Frustrated]), false);
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getCategories
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Returns an array of all currently registered categories.
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[{"label": "Customer Frustrated", "category": "[ST Effort] C: Frustration", "speaker": "customer", "visible": false, "action": "[Toast - Customer Frustrated]", "matchedTime": null, "matched": false, "scrolled": true}]
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let categoriesArray = Script.Plugins.agentassist.getCategories();
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matchCategory
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Matches the specified category, completing it in the Agent Assist widget and triggering any linked actions.
Required parameters:
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None
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Script.Plugins.agentassist.matchCategory("[ST Effort] C: Frustration", "customer");
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removeCategory
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Removes the specified category, removing it from the Agent Assist widget.
Required parameter:
Optional parameter:
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None
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Script.Plugins.agentassist.removeCategory("[ST Effort] C: Frustration", "customer");
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removeAllCategories
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Removes all currently registered categories.
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None
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Script.Plugins.agentassist.removeAllCategories();
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These Helper Functions relate to managing the conversation.
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Name
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Description
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Response
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Example
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getConversation
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Returns the conversation history as an array.
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[{"id": "0bb61b99-8df7-48de-9b7b-3268403ebcd9", "time": "2024-08-06T09:59:29.923Z", "speaker": "agent", "utterance": "Welcome to the service centre, can I take your name and postcode please?", "emotion": "Neutral", "completed": true, "intents": ["Name", "Postcode"], "analysisError": false}]
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let conversationArray = Script.Plugins.agentassist.getConversation();
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getConversationString
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Returns the conversation history as a parsed string.
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"agent: Welcome to the service centre, can I take your name and postcode please?\ncaller: My name is Aston French, and my postcode is AA1 1AA."
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[Conversation Log] = Script.Plugins.agentassist.getConversationString();
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These Helper Functions relate to managing entities.
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Name
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Description
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Response
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Example
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addEntities
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Entities are normally automatically detected from the supplied utterances, but it is possible to add entities via this Helper Function.
Each supplied entity is an object with the following structure: {"type": "xxxxx", "value": "yyyyy", "occurrenceInfo": [{"score": 1}]}. The type is selected from the following options: "person", "location", or "datetime".
Required parameter:
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None
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let entitiesArray = [{"type": "person", "value": "Aston French"}, {"type": "location", "value": "Office"}];
Script.Plugins.agentassist.addEntities(entitiesArray);
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getEntities
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Returns an array of the entities currently present in the interaction.
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[{"type": "person", "value": "Aston French", "occurrenceInfo": {}, {"type": "location", "value": "Office"}]
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let entitiesArray = Script.Plugins.agentassist.getEntities();
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These Helper Functions relate to managing intents.
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Name
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Description
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Response
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Example
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addIntent
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Adds a new intent, similarly to the functionality of the Agent Assist - Intent Actions Field.
Required parameter:
Optional parameters:
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None
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Script.Plugins.agentassist.addIntent("Greeting", "Has the agent greeted the caller?", "agent", true, Script.Utils.GetCSObject([JSB - Greeting Complete]), false);
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getIntents
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Returns an array of all currently registered intents.
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[{"label": "Greeting", "prompt": "Has the agent greeted the caller?", "speaker": "agent", "visible": true, "action": "[JSB - Greeting Complete]", "matchedTime": null, "matched": false, "scrolled": true}]
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let intentsArray = Script.Plugins.agentassist.getIntents();
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matchIntent
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Matches the specified intent, completing it in the Agent Assist widget and triggering any linked actions.
Required parameters:
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None
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Script.Plugins.agentassist.matchIntent("Greeting", "agent");
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removeIntent
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Removes the specified intent, removing it from the Agent Assist widget.
Required parameter:
Optional parameter:
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None
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Script.Plugins.agentassist.removeIntent("Greeting", "agent");
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removeAllIntents
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Removes all currently registered intents.
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None
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Script.Plugins.agentassist.removeAllIntents();
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These Helper Functions relate to managing quick actions in the Agent Assist widget.
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Name
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Description
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Response
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Example
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addGPTAction
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Adds a new quick action to the list.
Required parameters:
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None
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Script.Plugins.agentassist.addGPTAction("Caller Details", "What biographical information has the caller shared?");
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removeGPTAction
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Removes the specified quick action from the list.
Required parameter:
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None
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Script.Plugins.agentassist.removeGPTAction("Caller Details");
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removeGPTActions
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Removes all quick actions from the list.
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None
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Script.Plugins.agentassist.removeGPTActions();
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These Helper Functions relate to managing the Agent Assist widget's visibility.
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Name
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Description
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Response
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Example
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closeWidget
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Collapses the Agent Assist widget.
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None
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Script.Plugins.agentassist.closeWidget();
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hideTab
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Hides the specified tab within the Agent Assist widget.
Required parameter:
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None
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Script.Plugins.agentassist.hideTab("entities");
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openWidget
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Expands the Agent Assist widget.
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None
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Script.Plugins.agentassist.openWidget();
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showTab
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Shows the specified tab within the Agent Assist widget.
Required parameter:
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None
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Script.Plugins.agentassist.showTab("entities");
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toggleWidget
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Toggles the Agent Assist widget between expanded and collapsed.
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None
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Script.Plugins.agentassist.toggleWidget();
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