Built on the new Agent Builder, Operator Assistant lets you design custom assistance workflows for your team. Mid-chat, an operator simply asks for help and gets an instant, accurate answer drawn from your internally created vector store documents — your policies, playbooks, and product knowledge, always on hand.
Operator Assistant answers the operator's questions. Cue drafts the operator's next reply. Live data answers questions about the team. Each is separate, each is on by default.
The assistant panel opens beside the live chat. Ask in plain English and get an answer drawn from the vector store documents you uploaded — pricing sheets, compliance policies, product specs — with the exact document cited underneath.
Cue reads the incoming message and drafts the operator's next reply — pulled from resolved chats, your knowledge base, and live web search. It surfaces only when it's confident, scores the match, and always shows its sources. Send in a tap or edit first.
See how Cue works →Same panel, live numbers. Ask about chats, agents, queues, CSAT or visitors on the site right now, and the assistant writes the narrative alongside the chart — then answers your follow-up in context.
Operators don't have to open a report to answer a metrics question. Ask it in the panel — by department, by queue, by operator, by date range — and the assistant queries your live console data and writes the answer.
Sales handled 412 chats last week (Mar 17–21), up 9% on the week before. Wednesday was the peak at 104. Aria resolved 68% without an operator, and the queue never went above four waiting.
Sarah R. accepted 412 chats this month, ahead of Mike T. (387) and Lisa K. (356). Sarah also holds the fastest average first reply on the team at 28 seconds, with a 98% CSAT across those chats.
Support is averaging a 22-second wait with three visitors queued and six operators accepting. That's inside your 30-second target, but volume is climbing — two more chats opened in the last minute than closed.
Sales resolves in 3m 41s on average; Support takes 5m 08s. The gap is mostly co-browse sessions — Support started 44 of them this week against Sales' 9.
Operator Assistant isn't a fixed feature — it's a workflow you build, scoped to the documents and data you choose.
Use Agent Builder to create operator assistant workflows tailored to your team — which documents to search, what tone to answer in, when to stay quiet.
Right inside the chat, without leaving the conversation. The panel sits beside the thread in both light and dark operator themes.
Sourced from the internal documents you control, so every response is on-brand, accurate, and traceable back to the file it came from.
Policies, playbooks, pricing sheets and product knowledge you uploaded — searched semantically, answered in sentences.
Design the assistance path per team or queue: scope, tone, guardrails, and when to route to a supervisor instead.
Queue depth right now, today's volume, CSAT by agent, who's on the site — asked as a question, answered with the chart.
File name, page or section, and whether a live web search was blended in — so operators can verify before they send.
The panel docks beside the live thread. No second tab, no wiki search, no losing the visitor mid-question.
The assistant inherits the operator's theme — same contrast, same gradient signature, on either side.
We'll build a workflow against your own documents on the call and let your team ask it anything.
