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 responses from company or external knowledge, 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 Assistants Source

Define the knowledge source for your assistant to suit your needs:

Knowledge Source

• Connected Sources: Leverage your internal knowledge base for precise, company-sourced answers. This option uses the GPT-4o model by default.

• LLM Only: Tap into external, public AI models for broader, general knowledge. Choose from a range of powerful options, including GPT-4o or GPT-4.

When selecting company knowledge, a new section will open, allowing you to configure the assistants’s knowledge sources.

Sources

To configure the assistant’s sources:

• Click on + Add App.

• Select the relevant app you want to connect.

  • If you have multiple links connected for an app, a popup of the links you have access to will appear. Click on the relevant account.

• To add resources from Unleash, select Unleash.

  • Under Wikis, choose the wiki/s you would like to include.

  • You can add Unleash again as an app and select additional wikis.

• Narrow the scope of the resources the bot will use by clicking on +More Filters (optional).

• As you apply filters, the system dynamically updates the available options, ensuring that new filters remain within the scope of your current selection. Three constants are: Specific Resource, Last Edited and Type.

  Specific resource:

  • Search for a resource 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.

  Type:

  • Select the type of resource available for that app.

• 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. If no answer is found, it will expand its search to other connected resources.

    To activate knowledge prioritization:

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

• Click Save.

Link Indications

• If any card contains a file, the Assistant will scan and utilize those files to provide more accurate answers

• Private wikis and links that are set as a data source will be visible as answers delivered by the bot in channels. Private wikis and links are identifed by this icon:

• Links that are still syncing to Unleash are displayed with this syncing icon:

• If the selected link fails to sync, an indication will appear below the app, prompting you to try reconnecting the link on the Unleash app connection page.

• If the link was removed, an indication will appear below the app.

• When a link is selected within 24 hours of its initial connection, a message informing you that full AI functionality will be available within 24 hours of the connection time will be displayed.

Step 3 | Configuring the Assistant Instructions

The instructions are set to the default settings, allowing you to configure the response length and adjust the tone. The advanced settings button enables you to customize and control the assistant’s behavior, tone, and response style by giving free text instructions.

Default Instructions

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.

Adjust Tone (LLM Only)

Configure the tone that the assistant will adopt when delivering suggestions. You can set the tone to neutral, assertive, and confident, with the default being neutral.

To adjust the assistant’s tone:

• Click on the dropdown for Adjust Tone.

• Select:

  • Neutral: This is the default tone. It mirrors the language style documented in your resources and provides a balanced and professional response.

  • Assertive: This tone is direct and clear, communicating the necessary information with authority. It is used when conveying a strong stance.

  • Confident: This tone is positive and assured, instilling confidence in the customer. It is used when reassuring the customer or demonstrating expertise.

Note: Switching between standard and advance resets the previous values without saving them.

Advanced Instructions

The Advanced Settings button enables you to personalize the assistant’s behavior, tone, and response style by entering custom free-text instructions. You can provide detailed instructions up to 3,000 characters.

You can provide instructions to tailor:

• Tone (e.g., formal, casual, assertive, confident).

• Response Length (e.g., concise, moderate, detailed).

• Role and Behavior Guidelines (e.g., acting as a professional customer support representative or a knowledgeable expert in a specific field).

Connected Sources Example: As a product agent in Acme's product chat, your role is to provide clear and concise answers about our product features, updates, and usage. Respond promptly, tailoring your explanation to the user's level of familiarity with the product. Use a friendly and professional tone, and include links to relevant documentation or resources when needed.

LLM Example: As an external LLM chat agent representing Acme, your role is to provide accurate, clear, and helpful responses to users seeking information. Focus on understanding user queries and delivering concise, informative answers. Maintain a neutral and professional tone while ensuring your responses are easily understood by users of varying expertise levels. If applicable, suggest further resources or actions based on the user’s needs.

Step 4 | Configuring the Assistant Conversation Starters

Conversation Starters

Add conversation starters to the assistant to guide users effectively. These provide clear examples of what the assistant can do, helping teammates make the most of its capabilities. For instance, an HR assistant might include prompts like:

• What are our company policies on remote work?

• How do I request vacation leave?

To create a conversation starter:

• Click inside the prompt box and type your message.

• Your prompt will be saved automatically when you click outside the box.

• To edit a prompt, simply click on it.

• Click + Add to add another prompt.

Note: Each assistant can have up to three conversation starters only.

Step 5 | Configuring the Assistant Display Preferences

There are two important toggles to optimize how users interact with the General Assistant. By default the Pin to Chat Page is toggled ON.

Pin to Chat Page: Displays the assistant in the chat interface for users with interact permissions, allowing users to start a new chat with the assistant easily.

Display in Quick Search: Integrates the assistant into the quick search experience. When typing a query into the homepage search bar or launch bar, a dropdown will appear, enabling users to select the chat assistant to answer their questions or receive answers from the Unleash Workspace Assistant. Learn more here.

Important: These toggles are interdependent — the assistant must be pinned to the chat page to be available in the quick search. If the Pin to Chat Page is toggled off, the Display in Quick Search toggle won’t be visible.