Overview
Dock offers a client-facing AI Chat to help answer your customer's questions when they are in a workspace.
Please note: Depending upon the sources you configure in your settings, your customer will be limited in the answers they're given. For example, you may want the chat to only reference content shown in the space.
Admin Configuration
AI Chat is configured on each template so that it's admin controlled. While reps have the ability to turn off the AI Chat in their space, they won't be able to turn it on if you haven't configured it below. They also won't be able to change the controls.
Step 1: Navigate to the template in question > Settings
Step 2: Enable the AI Chat by clicking the toggle
Step 3: Name your chat assistant and select an icon
Keep in mind this is what the customer will see!
Step 4: Provide some overall instructions to the bot.
This won't be visible to the customer but a clear prompt can help set the tone for how it will respond.
Step 5: Set a welcome message to greet customers
Sources
Sources are important because it dictates what info the assistant is able to reference when it responds!
Current workspace content
The default source is the current workspace. It will only answer questions about content that is shown in the workspace (hidden content is out of scope).
External agents
You can also include external agents that reference hidden sources to answer a wider scope of customer questions. This can pull content from the library or specific playbooks. Review this article about the agent builder to set up these external agents.
Previewing the Chat
Click the preview button to test out the chat and confirm it's set how you'd like!
Doing so pulls up the side panel testing environment:
FAQs
What happens when I turn this on for my template? All associated workspaces will have AI chat turned on— spaces created moving forward and in-flight spaces.
I don't want to ever use this. Can I turn this setting off globally? Admins have the ability to turn on/off all AI chats by going to the advanced tab in your advanced Dock AI settings.
Can reps turn AI Chat off? Yes, if you have enabled it, users can still turn it off in their workspaces.
Can reps turn AI Chat on? No. This is something the admin sets at the template level and it will be auto-enabled for all associated spaces. That said, in the case the rep turns it off and changes their mind, they can turn it back on later (assuming it's still enabled at the template level).