Agent Assist uses a scoring system to match visitor questions with existing help resources (Knowledge Base, Canned messages, and Chatbot Intents). The Score can be adjusted within a range of 0 to 100. When a question is asked, Agent Assist calculates the matching score based on how confident it is that a Help resource is relevant to the question. It then suggests the resources with the highest scores as possible responses to the question.

Agent Assist will only provide suggestions if it finds resources that meet the minimum score threshold. Agent Assist can display up to 5 suggestions per question, though you can also set this number provided they also receive high enough matching scores.

For example, if you set the score to 50 and 3 suggestions, Agent Bot will show the top 3 suggestions with a score higher than 50.

Setting a higher score threshold means that Agent Assist will interpret conversations more narrowly and only make suggestions when it is very confident that a resource is relevant. It is recommended that as your pool of help resources grows, then you should slowly raise your score threshold.