Guided Assistance Relationship Item
Before your agents can use guides, you must add the Guided Assistance relationship item to a custom incident or chat workspace.
When added, the Guided Assistance relationship item functions as a container for displaying guides to your staff on the agent desktop. You can display guides manually, based on a guide search or selection performed by an agent. See Guide Search Options. They can also be loaded dynamically, based on a workspace or script rule. For example, you can design a workspace rule to display a guide automatically when the editor loads based on the incident category, or you can load a different guide when an agent selects a certain incident disposition. See Guided Assistance Functions in Workspace and Script Rules.