Create a chat assistant for your inbox queues to enhance your customers' chat experience while lowering agent workload. This feature is ideal for automating answers to simple and common questions such as what your hours are or what your location is, rather than requiring an agent be available to take such questions. If a customer chooses or enters a value not recognized by the assistant, they are immediately routed to an agent, reducing potential frustration and ensuring high-grade service.

1. Sign in to the desktop or web app.
2. From Contact Center > Chat assistants, select + Add chat assistant. Where applicable, you can duplicate an existing chat assistant flow instead.
3. Enter a name and description.
4. Select an editable template or build your own custom flow, and then select Create.
5. From Chat builder, drag and drop any of the following nodes to the Start of conversation target on the canvas in the desired order:

   Choice	Description
   Say something	Use this to send a custom message to your customer. For example, crafting a welcome message and/or providing specific answers to questions for your customers to view.
   Offer choices	Use this to create customized choices for your customers to choose from within an active chat, such as, "See operating hours", "View our return policy", or "Chat with customer service".
   Add tags	Use this to add one or more tags to the conversation. This is useful for categorizing your conversations so you can more easily search your chat histories and see your top conversation topics.
   Send to agent	Use this to send the conversation to a live agent. You can add a custom message for the customer to see during the transfer process. The full chat history up to this point will be visible to the agent in their chat window.

6. Select a node to complete the needed information such as the tag name, desired buttons, or message. When finished, select Back to flow or click on free space within the canvas to continue working on your chat assistant flow.
7. Connect the nodes by dragging and dropping the circle of one node to the next desired node.
   Tip: Convenience options including undo/redo, zoom in/out and cancel are available within the canvas.

   Result: An arrow will indicate the connection to and from each node in your canvas. Make sure each circle has a destination. To remove a connection, select Remove connection.

8. To remove a node, select the node on the canvas, and then select the X.
9. Optional: From Appearance, you can give your chat assistant a name and avatar as well as write an auto-reply message for customers who send free-form messages.
10. When you are done building your flow, select Save & Close.
    Troubleshooting: A warning will appear if any flow errors are detected by the system. You will need to correct any errors before you can save your flow successfully.
11. From the main Chat assistants page, use the Assign to inbox... drop-down menu next to the desired chat assistant to assign it to the needed inbox(es).
    Tip: This can also be done from the desired inbox queue's settings.
12. Select Save when finished.

What to do next: Review your chat assistant metrics to see how it's performing. You can access these metrics by selecting at the bottom of the canvas of the desired chat assistant. Percentages will appear between each flow action which indicate the how much your customers interacted with the chat assistant.