Using OmnixAssistant

OmnixAssistant is a built-in AI helper available directly inside the Unified Inbox. It assists agents in drafting responses, translating customer messages, and resolving support issues.

1. Summarizing Threads

When a conversation is transferred to you, click the Summarize button in the header bar:

• OmnixAssistant will read the message history.
• It produces a bullet-point summary detailing the customer's request, troubleshooting steps already taken, and any unresolved questions.
• The summary is added as a private Internal Note that other agents can view.

2. Drafting Replies (Smart Reply)

To draft a response using the assistant:

1. Open the message composer.
2. Click AI Draft (wand icon).
3. Select an option:
   • Improve writing: Polish your draft to be more professional.
   • Translate: Translate your reply into the contact's preferred language.
   • Answer from Knowledge Base: Search internal docs to answer the customer's question.
4. Review the drafted text, make edits, and click Send.

3. Tool Integrations

OmnixAssistant has secure access to key tools inside your workspace:

• Contacts: Query contact profile attributes and update metadata.
• Inbox: Find previous conversation threads from the same contact.
• Tickets: Create or look up tickets linked to the contact.
• Templates: Suggest messaging templates based on the conversation context.