{"id":2866,"date":"2022-03-07T08:32:51","date_gmt":"2022-03-07T08:32:51","guid":{"rendered":"https:\/\/multisite.korebots.com\/smartassist\/?p=994"},"modified":"2022-03-07T08:32:51","modified_gmt":"2022-03-07T08:32:51","slug":"agent-use-cases","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/smartassist\/agent-use-cases\/","title":{"rendered":"Agent Use Cases"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><strong>Agent Use Cases<\/strong> are customer scenarios for which virtual agents can be configured for conversational support. For example, when a customer asks for direction to a business location or requests for an order or refund status.<\/p>\n<p>SmartAssist supports adding, updating, and deleting<strong> Conversation<\/strong> agent use cases.<\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Add_an_Agent_Use_Case_Conversation\"><\/span>Add an Agent Use Case (Conversation)<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>1. Click the <strong>Configuration <\/strong>tab.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/config-menu.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-923\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/config-menu.png\" alt=\"\" width=\"779\" height=\"44\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/config-menu.png 779w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/config-menu-300x17.png 300w\" sizes=\"(max-width: 779px) 100vw, 779px\" \/><\/a><\/p>\n<p>2. Click the <strong>Agent Use Cases <\/strong>menu option under the <strong>AGENT <\/strong>section.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-agentusecase.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-997\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-agentusecase.png\" alt=\"\" width=\"227\" height=\"134\" \/><\/a><\/p>\n<p>3. Click the <strong>+ New Conversation <\/strong>button under <strong>Conversations<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-newconv.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-998\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-newconv.png\" alt=\"\" width=\"625\" height=\"117\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/add-newconv.png 625w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/add-newconv-300x56.png 300w\" sizes=\"(max-width: 625px) 100vw, 625px\" \/><\/a><\/p>\n<p>4. In the <strong>New Conversation<\/strong> window click the <strong>Configuration Information<\/strong> tab and provide inputs for the following fields:<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/config-info.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-999\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/config-info.png\" alt=\"\" width=\"625\" height=\"348\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/config-info.png 625w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/config-info-300x167.png 300w\" sizes=\"(max-width: 625px) 100vw, 625px\" \/><\/a><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/enable-newconv.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1000\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/enable-newconv.png\" alt=\"\" width=\"605\" height=\"48\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/enable-newconv.png 605w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/enable-newconv-300x24.png 300w\" sizes=\"(max-width: 605px) 100vw, 605px\" \/><\/a><\/p>\n<ul>\n<li><strong>Use Case Name<\/strong> \u2013 Provide a name to identify the agent <em>conversation use case<\/em>.<\/li>\n<li><strong>Category<\/strong> &#8211; Select any <em>category name<\/em> from the list and click <strong>enter<\/strong>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/category-select.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1001\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/category-select.png\" alt=\"\" width=\"625\" height=\"256\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/category-select.png 625w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/category-select-300x123.png 300w\" sizes=\"(max-width: 625px) 100vw, 625px\" \/><\/a><\/li>\n<\/ul>\n<p>6. Provide the keyword(s) or phrases under <strong>Additional Utterances <\/strong>to include any alternative phrases or keywords to be mapped to this conversation. This increases the scope of utterances from the user to be checked during intent detection.<\/p>\n<p>7. Type the keyword(s) or the utterance phrase in the <em>Provide an alternative way a user might ask for this information<\/em> textbox.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/utterances.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1002\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/utterances.png\" alt=\"\" width=\"625\" height=\"190\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/utterances.png 625w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/utterances-300x91.png 300w\" sizes=\"(max-width: 625px) 100vw, 625px\" \/><\/a><\/p>\n<p>8. <i>(Optional)<\/i>\u00a0Click the <strong>+ Add Another <\/strong>button to add another utterance instance to the conversation.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-another.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1003\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/add-another.png\" alt=\"\" width=\"623\" height=\"115\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/add-another.png 623w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/add-another-300x55.png 300w\" sizes=\"(max-width: 623px) 100vw, 623px\" \/><\/a><\/p>\n<p>To delete an utterance instance, click the <strong>delete<\/strong> icon.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/delete-utterance.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1004\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/delete-utterance.png\" alt=\"\" width=\"625\" height=\"48\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/delete-utterance.png 625w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/delete-utterance-300x23.png 300w\" sizes=\"(max-width: 625px) 100vw, 625px\" \/><\/a><\/p>\n<p>The <strong>Utterance Counter <\/strong>helps track the number of utterances you\u2019re adding to a use case conversation. This counter gets updated when you add or delete an utterance instance.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/utterance-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1005\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/utterance-1.png\" alt=\"\" width=\"623\" height=\"80\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/utterance-1.png 623w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/utterance-1-300x39.png 300w\" sizes=\"(max-width: 623px) 100vw, 623px\" \/><\/a><\/p>\n<p>The utterance <strong>search textbox <\/strong>helps search for an existing utterance phrase or keyword to be added to the new conversation use case.<\/p>\n<p>9. Click <strong>Save<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/click-save-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1006\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/click-save-1.png\" alt=\"\" width=\"625\" height=\"423\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/click-save-1.png 625w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/click-save-1-300x203.png 300w\" sizes=\"(max-width: 625px) 100vw, 625px\" \/><\/a><\/p>\n<p>10. On the <strong>Agent Use Cases<\/strong> page, a success confirmation message appears after use case creation.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/success-message-usecase.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1007\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/success-message-usecase.png\" alt=\"\" width=\"623\" height=\"199\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/success-message-usecase.png 623w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/success-message-usecase-300x96.png 300w\" sizes=\"(max-width: 623px) 100vw, 623px\" \/><\/a><\/p>\n<p>The use case created by you is listed at the top of the <em>USE CASE<\/em> list.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/usecase-list.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1008\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/usecase-list.png\" alt=\"\" width=\"625\" height=\"204\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/usecase-list.png 625w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/usecase-list-300x98.png 300w\" sizes=\"(max-width: 625px) 100vw, 625px\" \/><\/a><\/p>\n<p>11. Set the permissions for the new conversation and when it should be triggered under the <strong>Triggers &amp; Permission<\/strong> section.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/triggersandpermissions.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1010\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/triggersandpermissions.png\" alt=\"\" width=\"776\" height=\"291\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/triggersandpermissions.png 776w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/triggersandpermissions-300x113.png 300w\" sizes=\"(max-width: 776px) 100vw, 776px\" \/><\/a><\/p>\n<p>The following options can be <strong>enabled<\/strong> or <strong>disabled <\/strong>in this section:<\/p>\n<ul>\n<li><strong>During Chats<\/strong>: If enabled, this use case can be manually or automatically triggered by the agent when they are engaged with a customer in a chat channel.<\/li>\n<\/ul>\n<ul>\n<li><strong>During Calls<\/strong>: If enabled, this use case can be manually or automatically triggered by the agent when they are engaged with a customer in a phone call.<\/li>\n<\/ul>\n<ul>\n<li><strong>During E-Mails: <\/strong>If enabled, this use case can be manually or automatically triggered by the agent when they are engaged with a customer in an email conversation.<\/li>\n<\/ul>\n<ul>\n<li><strong>Skill Match: <\/strong>If enabled, this use case can only be triggered by agents who match the skills below.<\/li>\n<li><strong>Agent Group Match: <\/strong>If enabled, this use case will trigger only for agents who are in the specified groups.<\/li>\n<li><strong>Launch by Menu: <\/strong>If enabled, the use case will be listed in the menu of use cases in the agent assist window allowing the agent to browse and find this use case to trigger it.<\/li>\n<\/ul>\n<p>12. Click <strong>Save<\/strong>.<\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>&nbsp;<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Edit_an_Agent_Use_Case\"><\/span>Edit an Agent Use Case<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To edit an agent use case, follow these steps:<\/p>\n<p>1. Click the required use case entry on the list.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/edit-usecase.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1016\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/edit-usecase.png\" alt=\"\" width=\"1355\" height=\"476\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/edit-usecase.png 1355w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/edit-usecase-300x105.png 300w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/edit-usecase-1024x360.png 1024w\" sizes=\"(max-width: 1355px) 100vw, 1355px\" \/><\/a><\/p>\n<p>2. The window with the current values set for the conversation use case appears. Make the required changes in the <strong>Configuration Information<\/strong> and <strong>Triggers &amp; Permissions<\/strong> sections.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/after-usecase.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1018\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/after-usecase.png\" alt=\"\" width=\"744\" height=\"523\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/after-usecase.png 926w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/after-usecase-300x211.png 300w\" sizes=\"(max-width: 744px) 100vw, 744px\" \/><\/a><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/triggers-edit.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1019\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/triggers-edit.png\" alt=\"\" width=\"732\" height=\"511\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/triggers-edit.png 921w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/triggers-edit-300x209.png 300w\" sizes=\"(max-width: 732px) 100vw, 732px\" \/><\/a><\/p>\n<p>3. Click <strong>Save<\/strong>.<\/p>\n<p>4. A success confirmation message is displayed once the changes are updated on the dashboard.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/edit-success.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1020\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/edit-success.png\" alt=\"\" width=\"1362\" height=\"259\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/edit-success.png 1362w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/edit-success-300x57.png 300w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/edit-success-1024x195.png 1024w\" sizes=\"(max-width: 1362px) 100vw, 1362px\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Delete_an_Agent_Use_Case\"><\/span>Delete an Agent Use Case<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To delete an existing agent\u2019s Use Case entry, follow these steps:<\/p>\n<p>1. Navigate to <strong>Agent Use Cases &gt; Conversations<\/strong>.<\/p>\n<p>2. Click the ellipsis icon of the use case you want to delete, and click <strong>Delete<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/click-ellipses.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1012\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/click-ellipses.png\" alt=\"\" width=\"698\" height=\"178\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/click-ellipses.png 698w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/click-ellipses-300x77.png 300w\" sizes=\"(max-width: 698px) 100vw, 698px\" \/><\/a><\/p>\n<p>3. Click <strong>Yes<\/strong> in the confirmation window.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/yes-confirm.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1013\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/yes-confirm.png\" alt=\"\" width=\"417\" height=\"191\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/yes-confirm.png 417w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/yes-confirm-300x137.png 300w\" sizes=\"(max-width: 417px) 100vw, 417px\" \/><\/a><\/p>\n<p>4. A success confirmation message is displayed once the conversation use case is deleted.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/delete-confirmation-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1014\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/delete-confirmation-1.png\" alt=\"\" width=\"614\" height=\"198\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/delete-confirmation-1.png 614w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/delete-confirmation-1-300x97.png 300w\" sizes=\"(max-width: 614px) 100vw, 614px\" \/><\/a><\/p>\n<p>The deleted conversation use case cannot be mapped to an agent.<\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Group_by_Use_Case\"><\/span>Group by Use Case<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The following parameters help group and view the list of use cases:<\/p>\n<ul>\n<li><strong>None<\/strong>: No grouping is applied.<\/li>\n<li><strong>Category<\/strong>: Group by selecting one of the configured use case categories for the agent.<\/li>\n<li><strong>Status<\/strong>: Group based on either Development or Published status.<\/li>\n<\/ul>\n<p>To group the listed use cases, follow these steps:<\/p>\n<p>1. Click the <strong>Conversations &gt; Group<\/strong> <strong>by<\/strong> dropdown list.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/click-groupby.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1022\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/click-groupby.png\" alt=\"\" width=\"686\" height=\"227\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/click-groupby.png 686w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/click-groupby-300x99.png 300w\" sizes=\"(max-width: 686px) 100vw, 686px\" \/><\/a><\/p>\n<p>2. From the list, click the required option.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/required-option.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1023\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/required-option.png\" alt=\"\" width=\"776\" height=\"153\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/required-option.png 776w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/required-option-300x59.png 300w\" sizes=\"(max-width: 776px) 100vw, 776px\" \/><\/a><\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li>Click <strong>category <\/strong>to view the conversations based on category.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/category-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1024\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/category-1.png\" alt=\"\" width=\"538\" height=\"285\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/category-1.png 538w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/category-1-300x159.png 300w\" sizes=\"(max-width: 538px) 100vw, 538px\" \/><\/a><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/category-output.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1026\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/category-output.png\" alt=\"\" width=\"565\" height=\"174\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/category-output.png 565w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/category-output-300x92.png 300w\" sizes=\"(max-width: 565px) 100vw, 565px\" \/><\/a><\/li>\n<li>Click <b>status<\/b>, to view the conversations based on deployment status. The two available options include <strong>In Development<\/strong> and <strong>Published<\/strong>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/status-usecase.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1025\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/status-usecase.png\" alt=\"\" width=\"624\" height=\"174\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/status-usecase.png 624w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/status-usecase-300x84.png 300w\" sizes=\"(max-width: 624px) 100vw, 624px\" \/><\/a><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/status-display.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1027\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/status-display.png\" alt=\"\" width=\"647\" height=\"277\" srcset=\"https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/status-display.png 647w, https:\/\/multisite.korebots.com\/smartassist\/wp-content\/uploads\/sites\/21\/2022\/03\/status-display-300x128.png 300w\" sizes=\"(max-width: 647px) 100vw, 647px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"Agent Use Cases are customer scenarios for which virtual agents can be configured for conversational support. For example, when a customer asks for direction to a business location or requests for an order or refund status. SmartAssist supports adding, updating, and deleting Conversation agent use cases. Add an Agent Use Case (Conversation) 1. Click the...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[28,31],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts\/2866"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/comments?post=2866"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts\/2866\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/media?parent=2866"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/categories?post=2866"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/tags?post=2866"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}