The Assistant feature from Ember is designed to answer questions, provide solutions, and support customers with product- or service-related issues. Ember learns from your Help Center articles and past conversations to deliver more accurate and efficient responses. Once linked to an inbox, she can interact directly with customers.
Creating an Assistant
To create a new assistant, follow these steps:
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In the sidebar, click on Ember, then select Assistants.
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Click the Create New Assistant button.
You will see a form with the following fields:
Assistant Name
An internal name to help identify the assistant.
Description
A short explanation of the assistant’s purpose.
Product Name
The name of the product or service associated with the assistant. This helps Ember identify content gaps and respond with more context.
Enable FAQ suggestions based on resolved conversations (optional)
If enabled, Ember will analyze resolved conversations and suggest new frequently asked questions that are not yet covered in your Help Center.
Capture key information as memories during conversations (optional)
If this option is enabled, Ember will extract important data from customer interactions and store them as notes in the conversation history.
Once all fields are completed, click Create to finish.
💡 You can create multiple assistants based on your products, workflows, or support segments.
Connecting an Assistant to an Inbox
Creating an assistant doesn’t automatically connect it to your inboxes. You must manually link the assistant to each inbox where it should operate.
To connect an assistant:
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Click the three-dot menu next to the assistant and select View Connected Inboxes.
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On the new screen, click Connect New Inbox.
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Choose an inbox from the list and confirm the connection.
⚠️ Note: Each inbox can be connected to only one assistant at a time.
Once connected, the assistant will start handling incoming conversations for that inbox — whether from live chat, WhatsApp, Instagram, email, or another supported channel.
Extra Tip
Once connected, the assistant can greet customers with an initial message. However, if no content has been added to the assistant yet, it may immediately transfer the conversation to a human agent. To provide the assistant with proper knowledge about your business, we recommend adding documents to Ember.
Learn how to add documents here.
If you need help configuring your assistant, feel free to contact us at [email protected] or reach out on social media at @akece.ai. We’re here to support you!