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 cyberassist is currently in beta and must be enabled for your tenant before you can use it request beta access if cyberassist is not yet enabled for your tenant, the cyberassist page shows a notice with a request beta access button click it and describe your use case in a few sentences we review applications case by case during the beta phase cyberassist configuration cyberassist is part of cybergate and is configured in the cybergate management portal go to automation cyberassist in the left sidebar the cyberassist page is where you create and manage the ai assistants for your organization sip address of an assistant each assistant has a unique sip address, built from the name you give it an assistant named reception gets the address reception\@cybergate cybertwice com configure that address on your intercom device when a call comes in on it, the assistant answers the call, talks to the caller, and transfers the call according to its configuration assistants overview the cyberassist page has two tabs configurations and script the configurations tab lists every assistant you have configured there is no limit on the number of assistants, and each assistant can behave differently 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) configuration script a new assistant cannot be called from microsoft teams until you run the cyberassist configuration script run the script again after you change the name of an assistant download the script from the script tab of the cyberassist page for the steps to run it, see the cyberassist configuration script https //docs cybertwice com/cyberassist configuration script 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 answers when the intercom calls it it talks with the visitor, determines who the visitor should be connected to, and then transfers the call to the right person or department how cyberassist chooses a participant cyberassist transfers the call to one of its configured participants either a group of users, for example a department, or an individual user it uses the following information to make a good transfer decision user name (first name, last name, display name) user description call group name call group description the more detail you give users and call groups, the better the 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