CyberGate CyberAssist

cyberassist introduction the cyberassist is an ai assistant that answers your intercom calls and routes each caller to the right group of users, based on what the caller says you can create and manage an assistant and configure how each one behaves its name, voice, personality, language, and opening message the cyberassist feature is currently in beta and must be enabled for your tenant before you can use it if the feature is not yet enabled, the page shows a notice with a request beta access button click it to send us a short description of your use case we review applications on a case by case basis during this phase cyberassist configuration cyberassist is part of cybergate and can be configured via the cybergate management portal you can navigate to the cyberassist menu from the left sidebar under automation the cyberassist menu is where you create and manage the ai assistants for your organization each assistant has a unique sip address (e g , reception\@cybergate cybertwice com ) that can be configured on your intercom device when a call comes in on that address, the assistant answers the call, talks to the caller, and routes the call according to its configuration assistants overview the configurations tab shows an overview of all configured assistants a tenant can configure as many assistants as needed, each assistant can behave deferentially adding an assistant click the add assistant button at the top left of the page fill in the fields field description name a unique name for the assistant description a text description of the assistant starting language the language the assistant uses when a call starts timezone the timezone the assistant uses (e g , greeting callers differently depending on the time of day) assistant voice the voice the assistant speaks with click the play button next to hear a sample of the selected voice assistant personality the personality that shapes how the assistant talks to callers company name the name used by the assistant to identify your company to callers first message the opening message the assistant speaks when a call connects settings type the behavior configuration for the assistant transfer timeout timeout period for a transfer attempt of the assistant this name becomes part of the sip address (e g , entering reception creates reception\@cybergate cybertwice com ) only valid sip characters are allowed the assistant name is checked for availability as you type click add to create the assistant, or cancel to discard the add button stays disabled until all required fields are filled in correctly hover over the disabled button to see a tooltip explaining what still needs attention (for example, a missing field or a name that is not available) editing an assistant click the edit button in the actions column of the assistant you want to edit modify the fields as needed click update to save your changes, or cancel to discard the update button is only enabled when all required fields are valid deleting an assistant click the delete button in the actions column of the assistant you want to delete a confirmation dialog appears "are you sure you want to delete assistant 'assistantname'?" click delete to confirm, or cancel to keep the assistant deleting an assistant is permanent the sip address becomes unavailable and any device configured to call it will no longer reach an assistant participants cyberassist will answer when being called from the intercom it will talk with the visitor and determine who the visitor should be connected to after that it will connect the visitor to the right person or department cyberassist will transfer the call its configured participants (a group of users (e g a department) or individual users) it uses the following information to make a good transfer decision user name (first / last / display name) user description call group name call group description the more detailed users and call groups are defined, the better transfer decision cyberassist makes add participants to cyberassist click the manage participants button in the actions column to add or remove the participants click the manage participants button to open the participant management dialog add or remove the users and groups the assistant can transfer calls to close the dialog when you are done — your changes are saved automatically examples of users and call groups below two examples (users and call groups) where you can see the description field that cyberassist will use during conversations