--- title: "AI Assistant" slug: "ai-assistant" description: "Dialpad's Ai Agent Assist lets agents get instant and highly accurate answers from connected knowledge bases using advanced Generative AI." updated: 2025-12-02T20:10:13Z published: 2025-12-02T20:10:13Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.dialpad.com/llms.txt > Use this file to discover all available pages before exploring further. # AI Assistant Give your agents AI-powered answers on demand! With Dialpad's AI Assistant, agents receive instant and highly accurate answers from connected knowledge bases using advanced Generative AI — without needing to switch browsers or apps. With built-in analytics, supervisors can identify which questions customers ask most frequently and pinpoint gaps in documentation and agent knowledge. With faster resolution times and improved customer interactions, it's a win-win for both agents and customers alike. Let's dive into the details. > [!NOTE] > Who can use this > > AI Assistant is available on all [Dialpad Support](https://www.dialpad.com/pricing/#contact-center) licenses and for [Dialpad Sell](https://www.dialpad.com/pricing/#sales-dialer) users on a Premium plan. It's also available as a paid add-on. ## Create an AI Assistant To create an AI Assistant, go to your Dialpad **Admin Settings**. > [!NOTE] > Note > > You must be a Company or Office Admin to create an AI Assistant. 1. Select **Dialpad AI**>**AI Assistants** 2. Select **Create AI Assistant** ![A view of the Admin Settings for Dialpad AI. The AI Assistant view is shown with the option to create an AI Assistant highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Create AI Assistant.png) 3. Name the AI Assistant > [!NOTE] > Note > > Your AI Assistant’s name is for internal purposes only; it’s not the name the bot will refer to itself in conversations with your agents. 4. Name your AI Assistant and company 5. Choose the AI Assistant’s knowledge base and default language > [!NOTE] > Note > > You can have more than one knowledge base. > > You can only have one default language. ![A view of the AI Assistant details window. The various settings are available to create an AI Assistant.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/AI Assistant Details.png) 6. Select the **Show sources** option if you want to show the sources used by the AI Assistant to generate its answers 7. Select **Create** That’s it! Your new AI Assistant is ready to be connected to your knowledge base and/or website(s). > [!TIP] > Tip > > You can update these settings at any time by selecting the gear icon. > > ![The AI Assistant settings page, highlighting the option to configure the settings of an AI Assistant.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Configure Support.png) ## Add knowledge to an AI Assistant Now that your AI Assistant has been created, it's time to equip it with knowledge by connecting relevant sources. This could be an internal knowledge base, a public-facing Help Center, or any external website. AI Assistants can sync with the following content management platforms: - Zendesk - Guru - Document360 - Box - Google Drive > [!NOTE] > Note > > You must select a specific folder, not the entire drive. > > Google Docs, PDF, HTML, TXT, and MD files are supported. These knowledge connectors sync every 12 hours, so if you update an article in your Help Center, the chatbot’s connected knowledge will update automatically. You can also use our custom web crawler to add content from any website. ****Webcrawler configuration**** When using a custom webcrawler, you can crawl selected pages or the entire website. If crawling only specific pages, you’ll need to configure these details: | **Base URL** | The root of the website that will be crawled (this will act as the reference point for the entire domain). | | --- | --- | | **Starting Pages** | The specific entry points for the crawling process. They are the actual URLs where the crawling starts, but not necessarily the root of the website. - These URLs can be deep links that point to specific pages within the domain. | | **Labels** | Specify a label to be applied to each imported document. This can be useful for distinguishing documents from other sources (e.g. uploads). | You can also customize your webcrawler using these advanced settings: | **Ignore meta directives** | Instruct the crawler to disregard tag directives such as robots="noindex, nofollow" that are normally used to control how search engines index and link to a page. | | --- | --- | | **Force crawl** | Instead of relying on the sitemap to discover which pages to crawl, force crawl dynamically discovers the pages by fetching and processing every discoverable link, beginning with the starting pages. | | **Use custom agent** | Specifies a custom user agent string. - Ignore page locale: When set, the crawler ignores any locale specified by the page (via HTML lang attributes, HTTP headers, or meta tags) and instead treats the content as if it fits the desired locale. | | **CSS selector** | Use a custom CSS selector to specify what content to scrape from each page. - Minimum wait duration: Customize the delay between crawling each page. | > [!NOTE] > Note > > If you’re using the custom webcrawler, you must have legal rights to use the crawled and imported content from all linked websites. Not limited to websites, you can also upload helpful documents! Documents don’t sync with Dialpad, meaning that if you update your file, you must remove the old version and upload the newest one. To add knowledge to your AI Assistant, go to your Dialpad **Admin Settings**. 1. Select **Dialpad AI**> **AI Assistants** 2. Select the desired AI Assistant 3. Navigate to the **Documents** tab and select **Configure sources** ![Adding source documents to an AI Assistant.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/AI Assistant Documents.png) 4. Navigate to your desired option and select **Connect** > [!NOTE] > Note > > If you’re connecting to a content management system, you’ll need to provide additional details such as your domain, API key, or locale. ![Select the sources you want to have your AI assistant pull from.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Configure Sources.png) 5. Follow the prompts, then select **Save** > [!TIP] > Want to upload individual documents? > > Select **Upload** to add unique files. > > ![Adding documents to an AI Assistant.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Add Documents.png) > > *Individual documents cannot be larger than 5 MB. ## Response types Create unique responses to guide your users to specific information. The chatbot uses these responses when a customer's question matches the training questions you provide. Responses are located in the **Responses** tab of your AI Assistant Admin Settings. Dialpad offers 4 different types of responses: - **Text-only:**Custom phrases written directly in the text editor. - Includes basic formatting and inbound links. ![View of a text-only response.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2025-11-28 at 3.49.17 PM.png) - **Rich Media:**Custom phrases written in the text editor, accompanied by image or video content. - Max upload size: 5 MB - JPEG, PNG, or GIF - Upload or embed functionality (must be publicly available) ![View of a rich media response.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Edit AI Assistant Responses.png) - **Call to Action:**A responsive button that directs the user to a specific website. - Be sure to enter the complete URL, including https:// ![View of a call to action response.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2025-11-28 at 3.48.13 PM.png) - **Choice:**A menu linking 2 or more responses. - We recommend linking no more than 10 responses in one choice menu. ![View of a choice-style response.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2025-11-28 at 3.50.40 PM.png) ## Create a response To create a response, navigate to the **Responses** tab. 1. Select **Create response** 2. Name the response > [!NOTE] > Note > > The response name should match the question. 3. Select **Create** ![AI Assistant settings view, with an option to add responses to the AI assistant.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Add AI Assistant Responses.png) 4. Choose the desired response type ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/aaa-response-type.png) 5. Add a minimum of 5 trigger words and phrases 6. Add labels (optional, but strongly recommended) 7. Select **Save as draft**, or **Publish** ![View of an AI assistant responses with options to edit or publish.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Edit AI Assistant Responses(1).png) *Responses are not visible to end-users until published > [!TIP] > Best practices > > - Use at least 3 labels per response. > - Match the response title to a trigger phrase and use a variety of trigger phrases for each response. > - Less is more — be economical with copy. > - Avoid duplicating by searching for existing responses before creating a new one. ## Default messages Default messages are automated responses presented to users based on specific behavior. Dialpad offers 4 types of default messages: | **Welcome message** | The first message that appears when the AI Assistant opens. | | --- | --- | | **No answer** | The message that displays when the chatbot cannot find an answer. | | **Positive feedback** | The message that displays when a user gives a thumbs-up to an answer. | | **Negative feedback** | The message that displays when a user gives a thumbs down to an answer. | To access your chatbot’s default messages, go to your AI Assistant Admin Settings. 1. Select**Dialpad AI**> **AI Assistants** 2. Choose the desired AI Assistant 3. Select **Default messages** ![View of the Default Message tab for an AI assistant.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/AI Assistant Default Messages.png) To change a default message: 1. Select the drop-down menu beside the default message 2. Choose the desired response 3. Select the response from the list, or search for the response name ![Options to edit a default responses for an AI assistant.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Edit Default Messages.png) 4. View the new response in the preview panel 5. Select **Save changes** ## Test your chatbot Quickly verify your chatbot’s responses using the Test Support feature. To use the Test Support feature, go to your Dialpad **Admin Settings**. 1. Select **Dialpad AI**> **AI Assistants** 2. Navigate to the desired chatbot 3. Select the **play button** from the AI Assistant’s **Actions** column ![AI Assistant settings page, with the option to test an AI assistant highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Test AI Assistant.png) 4. Enter the desired question and check your AI Assistant’s response ![View of an AI Assistant test screen.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/AI Assistant Test Screen.png) ## Connect the AI Assistant Once your AI Assistant has been built and tested, it's time to connect it to your Contact Center so that agents can use it. To connect an AI Assistant to your Contact Center, go to your Dialpad **Admin Settings**. 1. Navigate to **Contact Centers**and select the desired Contact Center 2. Navigate to **AI Settings** 3. Under **AI Assistant**,****select the AI Assistant from the drop-down menu ![View of a Contact Center Settings page. In the Dialpad AI section, the option to enable an AI Assistant in a contact center is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Enable AI Assistant in CC.png) ## Train your AI Assistant Dialpad's Optimize features help you identify areas for improvement by quickly pinpointing unanswered chatbot questions, allowing you to fill knowledge gaps by updating or adding relevant content, and correcting broken or outdated responses. To access our Optimize features, go to your Dialpad **Admin Settings**. 1. Select******Dialpad AI**>**AI Assistants** 2. Select the desired AI Assistant 3. Select the **Optimize** tab ![View of the Optimize tab for AI Assistant responses. Four options to help optimize responses are highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2025-11-28 at 4.08.41 PM.png) In the Optimize section, you’ll find five different sections: - Unanswered questions - Broken content - Low confidence responses - Muted questions - Snoozed Let’s go over each one. ### **Unanswered questions** The **Unanswered questions section** highlights knowledge gaps in your responses or website content by identifying customer questions your chatbot could not answer. ![AIAssistant settings page, showing a tab for unanswered questions asked of the chatbot.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Unanswered_Ai_Assistant_Questions.png) Unanswered questions can be resolved in four different ways. | **Add to document** | Adds the question(s) to an existing document in your knowledge base. Dialpad AI will suggest related documents, or you can use the search bar to find a specific document. | | --- | --- | | **Snooze** | Snoozes the question(s) for 24 hours, allowing you to update your connected knowledge and add it to the revised document later. Snoozed responses can be un-snoozed at any time. | | **Add to response** | Adds the question(s) to an existing response. Dialpad AI will suggest related responses, or you can use the search bar to find a specific one. You can also use the **Create new response** option to create a new response and assign the question to it. | | **Mute all** | Mutes the question(s) so it does not appear again. Muting is used for questions that cannot be answered, such as when a customer enters their phone number. Muted questions can be reviewed and un-muted at any time. | To action a question from the Unanswered Tab, select the question, then choose one of the 4 resolution types listed above.![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1764375100719.png) ### Broken content The **Broken content** section****displays workflows and responses that are broken. Broken content appears when a response or workflow is archived and it is linked in another response. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/broken-content.png) To action broken content, navigate to the **Optimize** tab. 1. Select **Broken content** 2. Select the broken workflow/response 3. Edit the response > [!NOTE] > Note > > The broken component is highlighted in yellow. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Responses%20-_%20Broken%20workflow.png) 4. Select **Publish** ### **Low confidence responses** The **Low confidences responses** section displays responses that have less than 5 questions associated with them. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/low-confidence(1).png) To action a low confidence response, select the response and add questions. > [!TIP] > **Tip** > > Don’t forget that you can use our Optimize questions feature to have Dialpad AI generate questions for you. ### **Muted questions** The **Muted questions** section displays responses that were muted by one of your Knowledge Managers. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/muted.png)To un-mute a question, hover over the question, then select **Unmute**. ### **Snoozed** The **Snoozed** section displays responses that were snoozed (temporarily hidden). This is particularly helpful if you created a Knowledge Base article based on a question that was highlighted in the **Unanswered questions** tab. As it takes 24 hours for your chatbot to re-sync, snoozing allows for the question to open again the next day so you can assign it to a document. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/snoozed.png) To un-snooze a question, hover over the question, then select **Unsnooze**. ## Conversation history View entire Ai Assistant conversations from the **History** tab. Here, you can see how many queries were associated with the conversation, the resolution status of the interaction, the user’s feedback, the number of links that were provided, and the time the conversation occurred. To view a conversation, go to your Dialpad **Admin Settings**. 1. Navigate to **Dialpad AI** > **AI Assistants** 2. Choose the desired AI Assistant 3. Select the**History** tab ![A view of the history of interactions with the AI Assistant.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/AI Assistant History.png) > [!TIP] > Tips > > Use the search bar to find conversations with specific users, or refine your search using these filters: > > | **Customer conversations** | Filters by customer or test conversations. | > | --- | --- | > | **All labels** | Filters by specific response and document labels. | > | **Unanswered questions** | Filters conversations with or without unanswered questions. | > | **Queries** | Filters conversations containing no queries or more than 1 query. | > | **Workflow** | Filters conversations that did or did not contain a workflow. | > | **Feedback** | Filters conversations by with, without, or containing specific feedback. | > > The date selector in the right-hand corner lets you select specific timeframes. ### View conversation details To view a conversation, select it. On the pop-up, you’ll see conversation details and a quick link to take you to the full conversation history. Select **Transcript** to view the customer’s experience as they spoke with your AI Agent. On the **Metadata** tab, you’ll find not only the customer’s details, but also the conversation ID and labels, and more. ## How to use AI Assistant Agents and reps can access the AI Assistant during a live call or chat interaction. To use AI Assistant: 1. Select the **AI Agent Assist** icon from the sidebar 2. Enter a question in the text box ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1764375408411.png) That’s it, sit back and watch AI Assistant work its magic. Once you’re done, let us know how helpful the content was by selecting the thumbs-up or thumbs-down icon. This doesn’t impact Dialpad GPT, but it does help your Knowledge Managers know what content can be improved. ## Frequently asked questions ### What languages does Generative AI Assistance support? Generative AI Assistance is currently only available in English, but stay tuned as we’re continuously adding new functionality. ### Are there any analytics for my AI Assistant? Absolutely! To learn more about your AI Assistant analytics, read [this Help Center article](/v1/docs/AI-assistant-analytics). ## Related - [Dialpad AI](/dialpad-ai.md) - [Working as a Contact Center Agent](/working-as-a-contact-center-agent.md) - [AI Assistant Analytics](/ai-assistant-analytics.md)