Connect a help desk to an assistant

Help desks belong to your organization, and each assistant chooses which ones it offers. This lets you maintain a shared library of desks and pick the right subset per assistant. Open an assistant and select Help Desks in the setup rail.

Select the desks an assistant offers

From the assistant's Help Desks section you pick which of your organization's desks this assistant may recommend. When the assistant decides to escalate, it chooses among the selected desks based on their descriptions and the context of the conversation, so keep those descriptions accurate.

You can filter the list to see what is selected, what still needs attention, and everything available, which makes it easy to keep an assistant's escalation options up to date.

Escalation behavior

The same section controls how the assistant handles escalation.

• A recommendation option lets the assistant suggest the most suitable desk when it cannot answer, chosen from the desk descriptions.
• You can control whether an always available escalation button is shown.
• You can set the label of the contact button so it fits your voice.

How escalation reaches the visitor

Once desks are selected and escalation is configured, the visitor can reach your team in the ways you set up: through an escalation starter button, through the escalation option in the chat, or when a flow escalates. The channels a visitor sees come from the desks you selected here.