Assistant User Settings


The Assistant license needs to assigned to a user for the settings to become visible. → See General User Settings. If you want to assign Assistant licenses in Bulk, head over to License Management.

Granting the Assistant license will make the tab visible.

Assistant Context and Templates

Allows to assign Direct Call Templates to the user. Template actions trigger only on direct calls to this user in particular.



Direct Call Templates

✅ Requires one or several configured Direct Call Templates to assign.

By clicking "+Add", template items under the same Organization Units (or higher) can be assigned to this user.

💡 Note that the templates will be called in the order they were added to the list. You can drag and drop template items to change the order.

🤔 Can I also assign Templates to Services?

Yes Service Call Templates are similar in design to Direct Call templates, but are configured separatedly and applied on service level.

Show me how to assign templates to a service

To assign templates that trigger on service call:

  1. You need define separate Service Call Templates first.
  2. Assign these service templates via the Service Settings > Context tab. → They will now trigger on a service call, in addition to any individual user templates.

🤔 What is Conversation Context and how is it different to Templates?

  • Conversation Context can be seen as "common ground" URLs to be opened for all service users within the Nimbus portal or Assistant. Context is applied via Extension Service Settings.
  • Compared to Context, Call Templates allow for more control and can also execute sequential actions in the background, invisible to users (e.g. to perform a ticket-creation while triggering a status update).
  • Context has no functional reliance or dependency to either service or direct call templates. Both features can be used in combination or standalone. ☝ However, be aware that your users might get duplicate websites opened when they are defined as context / templates and assigned on both service and user level.

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