Agent Assist

Agent Assist is an AI-powered sidebar that helps your human support agents respond to customers faster and more accurately. It gives agents access to your knowledge base directly within their helpdesk, so they can get suggested replies and ask questions without switching tabs.

How It Works

When a human agent opens a support ticket, Agent Assist appears as a sidebar panel. The agent can:

• Get suggested replies — The AI automatically generates a reply based on the customer's message and your knowledge base. The agent can insert it directly into the reply editor with one click.

• Adjust the tone and length — Agents can refine suggested replies to be more friendly or professional, and more concise or detailed.

• Ask questions — Agents can type questions to look up information from your knowledge base and the customer's conversation history, just like chatting with the AI.

Suggested replies include references to the source documents used, so agents can verify the information before sending.

Supported Platforms

Platform	Installation	Setup
Zendesk	Install from the Zendesk Marketplace	Self-serve
Freshdesk	Install as a custom Freshdesk app	Contact Alhena support
Zoho Desk	Chrome extension	Contact Alhena support
Zoho SalesIQ	Chrome extension	Contact Alhena support

Getting Started

For Zendesk, search for Alhena in the Zendesk Marketplace and follow the installation steps.

For all other platforms, contact Alhena support to get set up.