How can we help?

Smart Help is a secondary app available from the App Center in Talkdesk Workspace.

Smart Help allows you to explore self-service resources such as Knowledge Base articles and configuration templates, all within Talkdesk Workspace.

To access Smart Help, please follow these steps:

1. Click the app launcher icon in the top right corner of Talkdesk Workspace [1].
2. Depending on your account’s setup, the first app you see may be Copilot or another app. To jump to Smart Help, click the drop-down arrow [2].

3. When Smart Help opens, you will see three tabs:

• Current Product [3]: This tab is split into two sections: Templates and Articles.
  • “Templates” displays a list of available out-of-the-box templates for the currently selected app. Templates include intent models, Studio flows, and Autopilot conversational flows.

To install a template, select it and click Install. A notification will appear at the bottom of the screen, and the corresponding app will be updated (for example, a Studio template will appear as a draft flow in the Studio app).

Note: Templates are only visible to users with an administrator role.

• “Articles” is available for all applications, and here you will see Knowledge Base articles relevant to the currently selected app. Learn more below in “Accessing Knowledge Base Articles”.

• Templates Library [4]: This tab is available from all apps. From here, you can filter the existing library of templates by Industry, Type, and/or Language and install the desired templates.

Note: The Templates Library is only visible to users with an administrator role.

• Search Articles [5]: Select this tab to search across the Talkdesk Knowledge Base. Simply enter a few keywords and hit “Enter” on your keyboard. Learn more below in “Accessing Knowledge Base Articles”.

Accessing Knowledge Base Articles and Release Notes

• When you use the “Search Articles” feature, the first 40 results are displayed, but you can view other results by selecting Load more articles at the bottom.  Click the Open in original source button to open the article.