Comm100 Agent Assist can help improve agent work efficiency by generating a quick summary for chats and tickets. When working on a chat or ticket, agents can use Agent Assist to generate a quick summary, allowing other team members to learn the chat or ticket quickly. When checking history chats, admins can also use Agent Assist to get a quick glimpse.

To use Agent Assist to summarize chats and tickets, you need to enable the function from your Control Panel > Bot > Agent Assist > Summarization first.

After Summarization is enabled, agents and admins can use Agent Assist to summarize both chats and tickets. 

Use Agent Assist to Summarize Chats

Agent Assist can summarize both ongoing chats and ended chats.

• For ongoing chats and chats that have just ended, agents can let Agent Assist make a summary from the Agent Console.
• For history chats, admins can use Agent Assist summarization from the Control Panel.

Use Agent Assist from the Agent Console

To generate a summary for ongoing chats or chats that have just ended, follow these steps:

1. In the chat window, click the Wrap-Up tab.
2. In the Comment area, click the Let Agent Assist make a summary button in the upper right.
   
   A quick summary of the chat appears in the Note area.
3. Edit the generated summary as needed, and click Save.

Use Agent Assist from the Control Panel

To generate a summary for history chats, follow these steps:

1. Log in to the Comm100 Control Panel, and navigate to Live Chat > History > Chats.
2. For the chat you want to summarize, click Details. The Transcript Details page appears.
   
3. In the Agent Wrap-Up box, click the edit button, then click Let Agent Assist make a summary.
   
   A quick summary of the chat appears.
4. Edit the generated summary as needed, and click OK.

Use Agent Assist to Summarize Tickets

Agent Assist can summarize tickets based on the communication history. To generate a summary for tickets, follow these steps:

1. In the replying area of the ticket, click the Note tab.
2. Click the Let Agent Assist make a summary button in the bottom left. A quick summary of the chat or ticket appears in the Note area.
3. Edit the generated summary as needed, and click Send to share it with other team members.