What are Assistants?

Assistants serve as the back office for the knowledge bots you add to various tools to answer questions and provide suggestions based on your knowledge stored in Unleash. These assistants are created when you add an Unleash bot to platforms like Slack, Zendesk, Salesforce, or Teams. They allow you to fine-tune the bot's behavior, specify the data sources it will use to answer questions and give suggestions in the channel to which it was invited.

RFPs work slightly differently. When you create an assistant for an RFP directly from Unleash, you configure the bot's sources, upload an RFP, and assign the bot to answer the form.

For example:

Slack/Teams: Add a bot to your Slack/Teams channel #ask-it to address repetitive questions your IT team faces. The bot creates an assistant in Unleash where you configure the data sources it will use. When a question is detected in the channel, the bot answers based on the configured data sources.

Zendesk/Salesforce: Add a bot to your Zendesk/Salesforce suite. When the bot is added, it creates an assistant in Unleash. In Unleash, configure the data sources that the bot will use to provide ticket suggestions. When a support agent opens a ticket/case, the bot offers suggestions to resolve the ticket/case’s issue.

Available Assistants

• Sales Channels Assistant

• Teams Channels Assistant

• Zendesk Ticket Assistant

• Salesforce Case Assistant

• General Assistant

• RFP Assistants

Assistant Configuration

In Unleash, the assistant creator configures the knowledge bases and settings the bot will utilize. The assistant creator can set two primary data sources that the assistant will utilize when answering questions in channels:

Knowledge from Unleash

This includes wikis created within Unleash that the creator has access to. The knowledge and data in 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.

Knowledge from Apps

The assistant creator can specify the apps and resource types that the assistant will search through to provide answers. The apps are those that the creator and/or the workspace admin connected to Unleash.

Assistant Permissions and Sharing

The assistant creator can invite teammates to the assistant configuration page and assign them roles as editors or viewers, each with distinct permissions and responsibilities. When an assistant is created, it is automatically shared with workspace admins, who receive editor access. Different permissions apply to editing and viewing the assistant's knowledge bases for creators, editors, and viewers.

Note: Sharing the assistant with teammates does not mean they are included in the channels where the bot provides answers.

Assistant Creators

The assistant draws information from two primary data sources: knowledge from Unleash and knowledge in apps.

Private Data Sources:

• Depending on the permissions of individuals or groups, some information within these data sources may be private and not shared with individuals or groups the creator is sharing the assistant with. An indicator will show if the linked app or wiki is private.

• When a creator designates a private data source as a knowledge base for the assistant, the bot will use the information in these private sources to respond to inquiries across various platforms (channels, posts, RFPs). These bot responses will be visible to everyone in the bot's channel.

Removing Data Sources:

• If a linked app or wiki is removed from the list of connected sources, the apps link will become disabled.

• To fully remove the source, the creator must delete it by clicking the X next to the source. The creator can re-add the link at any time if needed.

Assistant Editors

Editors can update the data sources that the assistant creator sets as the bot’s knowledge base.

Adding Wikis and Apps Links:

• Editors can only add wikis and links that have been shared with the assistant creator as a data source.

• If a creator loses access to a wiki or link set by an editor, the wiki will be removed, and the link will be disabled with instructions for re-enabling. These will not be used as data sources.

Editing Links:

• Editors can only edit the links that have been shared with them. If a link is not shared with an editor, they will encounter an error message and are advised to contact the assistant creator for further details.

• Editors can boost the knowledge prioritization of all links (shared and not shared).

• An editor can remove all links shared with them and not shared with them.

Removing Wikis and Links:

• Editors can remove wikis and all links, including those that have not been shared with them.

Assistant Viewers

The Unleash assistant functions as an answering machine for the assistant creator. Viewers cannot make edits and cannot see wikis or links that are not shared with them.

Error Messages:

• An error message will be displayed if a link has been removed or the viewer lacks access to it.

Faded Links:

• A faded link indicates that the editor included a link the creator cannot access. It appears as a faded-out link, showing that it is connected but won't be utilized to answer questions.

Sharing an Assistant

To share an assistant:

• Open the assistant.

• On the top right click Share.

To share with a member or group:

• Enter the name of the member/group.

• Select their permissions: Editor or Viewer.

• Click Share.

• Close the window.

To share with the entire workspace:

• Toggle on Everyone at Workspace.

• Select their permissions: Editor or Viewer.

• Close the window.

Supported Apps for Assistant Q&A

When you ask the assistant a question, it collects results from the apps you have connected to Unleash and configured as a data source for the assistant. Not every resource within an app can be used as a data source for answering questions. For example, while Google Drive folders themselves cannot answer questions, the content within the files stored in those folders can.

Below is a list of apps whose content is indexed, allowing you to ask questions and receive answers from the assistant: