General Assistant

The General Assistant is designed to streamline finding information across your company’s internal and external tools. By creating bots equipped with customized knowledge bases and deploying them to your tools, your team members and users can effortlessly pose queries and promptly receive pertinent, company-endorsed responses, making it easier for everyone to get the knowledge they need when and where they need it, whether in the Unleash chat or within your knowledge touchpoints.

You can create many Assistant bots and select the Assistant bot of your choice when connecting it to your tools, ensuring tailored and efficient response management.

Step 1 | Creating a General Assistant

To create a general assistant:

• Open the Assistants page from the Unleash panel.

• Click +New Assistant.

• Click General Assistant.

Note: If you're creating a general assistant to support the chat page, you'll need to share it with the relevant team members you want it to assist. Learn more about sharing assistants.

Step 2 | Configuring the Assistant Preferences

Note: When creating a general assistant to be used in the chat page as a chat assistant the Audience must be set to Internal Users.

Audience

First, determine whether the assistant will be used internally by employees or externally by customers. This choice is crucial as it sets the context for how the assistant will function and who it will serve. It is important to note that this option cannot be changed after moving on from this step.

Internal

• Create tailored Chat Assistants for your team to use directly from their chat page.

• Example: Create an HR Chat Assistant configured with your HR data sources, enabling your team to ask questions and receive accurate answers on HR-related topics directly from your company’s knowledge base.

External

• Embed Unleash within a platform used by your customers.

• Example: Integrate Unleash seamlessly into your Help Center or User Guide. This allows users to ask questions and instantly receive answers, reducing the need to contact support and wait for a response.

Identity

The identity permissions for different audiences are set by default:

• Internal Users: Identity settings default to Personal.

• Employees can only access information for which they have the appropriate permissions.

• External Users: Identity settings default to Non-Personal.

• Uses the assistant creator's permissions, allowing anyone to access information based on the creator's access rights.

Response Length

Configure the response length that the assistant will use to deliver answers. You can set the response length to short, standard, or long, with the default being standard.

To configure the response length:

• Click on the dropdown for Response Length.

• Select:

  • Short: Typically consists of 1-2 sentences, providing quick, straightforward answers.

  • Standard: Slightly longer, usually a paragraph or a few sentences, offering more detailed explanations.

  • Long: In-depth and comprehensive, often spanning multiple paragraphs or containing detailed explanations.

Step 3 | Configuring the Assistant Knowledge Bases

The knowledge bases you can connect for the assistant are:

• Knowledge from Unleash

• Knowledge from Apps

Note: Private wikis and links that are set as a data source will be visible as answers delivered by the bot to questions. Identitfy private wikis and links by this icon

Knowledge from Unleash

This includes wikis created within Unleash that you can access. The knowledge and data from these wikis will be used to answer relevant questions. If any card contains a file, the assistant will scan and use the files to provide relevant answers.

To configure the assistant’s knowledge base from Unleash:

• Click on Select Wiki.

• Search and select the relevant wikis.

• Click out to close the search bar.

Knowledge from Apps

You can specify the apps and resource types that the assistant will search through to provide answers. The apps are those that you or the workspace admin connected to Unleash. Narrowing down the scope of filters and prioritizing links enhances the quality of responses by ensuring relevant information is used to answer the questions.

To configure the assistant’s knowledge base from Unleash:

• Click on the App filter.

• Click on the relevant app.

  • If you have multiple accounts connected, a popup will open; click on the relevant account.

• The Type filter will automatically change to the supported resource type for that app.

  • If more than one type is supported:

    • Click on Type.

    • From the dropdown, select the relevant resource type.

• Click on +More Filters (optional).

  • Refine and filter the knowledge the app will use to provide answers. These filters are dynamic and change according to the app and file type you’ve added. Two constants are:

    • Specific resource:

      • Search and click the checkbox next to the relevant resource to check specific resources as data sources.

      • You can select as many as you want.

      • Once done, click Select.

    • Last edited: Establish specific timeframes for the bot to draw answers from when responding to a question.

      • Choose a time filter or scroll to the bottom and select Custom.

      • Select a time from Before, After, or Between.

      • Select the dates.

      • To save, click out.

• To add another app, click +Add App (optional).

  • You can activate knowledge prioritization when you have more than two app sources configured. The assistant will seek answers within the prioritized resources you set. It will expand its search to other connected resources if no answer is found.

    To activate knowledge prioritization:

    • Click Knowledge Prioritizationon the sources to prioritize (you can prioritize more than one).

• Click Save.