Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses)

Publisher

Cisco

URL

https://help.webex.com/en-us/article/nztf84bb/Cisco-AI-Assistant-for-Webex-Contact-Center:-Administrator's-guide-toconfiguring-suggested-responses

Published

2026-02-10

Updated

unknown

Accessed

2026-10-01

HTTP status

200

License

Cisco documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Real-Time Assist actions run either moderated, where the agent reviews before execution, or unmoderated, where they execute autonomously. in context
• Real-Time Assist supports inbound and outbound voice calls, which need media streaming and transcription, and inbound digital interactions such as chat and email. in context
• Real-Time Assist is the current name of the AI Assistant feature formerly called Suggested Responses. in context
• Agents request Real-Time Assist suggestions with a Get Assistance control, and with notifications enabled they are alerted when new suggestions are available. in context
• Real-Time Assist needs at least one knowledge base created or linked to the AI Assistant skills it uses. in context
• A queue can be linked to only one AI Assistant skill, a skill can be linked to many queues, and a skill cannot be deleted while it is linked to queues. in context
• Real-Time Assist prerequisites are the Webex Contact Center Flex 3.0 platform, the A-FLEX-AI-ASST SKU, media forking in Flow Designer for voice queues, Webex Connect enabled, role-based access to the Real-Time Assist settings and real-time transcription for voice. in context
• When assigning an AI Assistant skill to queues, up to 50 queues can be selected per batch. in context
• AI Assistant skills for Real-Time Assist are created in AI Studio from Control Hub's Manage AI Assistant skills link, with a goal, profile instructions, a linked knowledge base and optional actions, and must be saved and published. in context

Cite this source record

APA

WarmTransfer. (2026, February 10). Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses). WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nztf84bb-real-time-assist-admin-b

BibTeX

@misc{warmtransfer-cisco-help-nztf84bb-real-time-assist-admin-b,
  title  = {Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses)},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nztf84bb-real-time-assist-admin-b},
  note   = {Cisco, accessed 2026-10-01}
}