Use AI Assistant

How your users open AI Assistant depends on how you configure the widget, but the basic pattern is:

1. Find the AI Assistant widget launcher

   Look for a help or chat icon, often in the bottom-right corner of the page. Your team may label it with your brand, for example, "Help", "Need assistance?", or your company name.

2. Open the widget

   Select the launcher. The AI Assistant widget opens as a panel on the page. Depending on configuration, users may see:

   • A Chat tab where they can talk with AI Assistant.
   • A Resource Center tab with recommended and searchable content.
   • Both, as separate tabs in the same widget.

3. Switch between Chat and Resource Center

   If your team enabled both, use the tabs at the top of the widget, for example, Chat and Resources, to switch modes:

   • Chat for conversational help.
   • Resources for browsing and searching articles, guides, and other content.

Ask a question

On the Chat tab, users can ask AI Assistant any question that your connected content and tools can answer. Typical use cases include:

• "How do I invite a teammate?"
• "Why is my dashboard empty?"
• "Show me a quick tour of the new feature."
• "Where can I find your billing documentation?"

To ask a question:

1. Select the message box at the bottom of the Chat tab.
2. Type your question in plain language.
3. Press Enter or select Send.

AI Assistant processes your request and then:

• Streams its answer into the chat.
• May include links to relevant docs or Resource Center items.
• May open an in-app guide, checklist, or survey that walks you through a flow.

Continue a conversation

AI Assistant keeps track of context within a single chat:

• You can ask follow-up questions without repeating yourself.
• AI Assistant can refer back to earlier messages in the same conversation.

For example:

1. You: "How do I set up SSO?"
2. AI Assistant: Explains the process and links a setup guide.
3. You: "Can I require this for all users?"
4. AI Assistant: Builds on the previous answer to cover enforcement.

If you want to switch topics completely, start a new question in the same chat. AI Assistant keeps context within a conversation, not across unrelated threads.

Give feedback on answers

End users can help improve AI Assistant by giving feedback:

• Thumbs up a helpful answer so your admins know it worked well.
• Thumbs down an unhelpful answer. AI Assistant (and your admins) use this to improve:
  • AI Assistant may try an alternative answer or ask for clarification.
  • Your admins can review that this answer didn't work and adjust content or configuration.

Inspect answers with X-ray

AI Assistant includes a detailed inspection view that explains how AI Assistant produced each answer.

At a high level, X-ray lets you:

• See which content sources AI Assistant used to generate an answer.
• See which tools or workflows AI Assistant called.
• Read a short reasoning explanation of how AI Assistant derived the answer.
• Audit both live test chats and historical user chats.

Open X-ray from a chat

There are two main entry points:

1. While testing in the AI Assistant admin area

   When you test AI Assistant directly in its configuration view:

   • Start a conversation on the right side of the screen.
   • Open the X-ray tab for that conversation.
   • For each AI Assistant message, open the details to see:
     • The Thinking timeline (tool calls and intermediate reasoning).
     • The Sources that AI Assistant retrieved and cited.

2. From historical chats in analytics

   From the AI Assistant or chat analytics area:

   1. Filter or search to find a chat you care about, for example, a chat that hit a fallback or received negative feedback.
   2. Open the chat detail view.
   3. Select the X-ray or Inspect button.
   4. Review each response in the same way: thinking, sources, and (where applicable) workflows.

Understand the Thinking view

The Thinking timeline gives a chronological account of how AI Assistant handled the message.

Use this view to:

• Verify that AI Assistant calls the right tools in the right order.
• Check that AI Assistant selects workflows when it should.
• Spot cases where AI Assistant skipped a tool you expected it to use.

Understand the Sources view

The Sources tab shows what information AI Assistant had access to when it wrote its answer. Typical information includes:

• Cited sources — passages and Answers that most directly shaped the answer.
• Other considered sources — content that AI Assistant retrieved and evaluated but didn't directly cite.
• Per-source details — such as the title, URL, and content section.

Internally, AI Assistant stores point-in-time snapshots of the relevant passages so you can see what it "saw" even if someone edited or removed the underlying article later.

Use this view to:

• Confirm that AI Assistant uses the right documents.
• Identify when outdated or incorrect content drives bad answers.
• Decide whether to:
  • Update an article.
  • Create an Answer with a clearer answer.
  • Adjust content tags or indexing.

Analyze chats and improve AI Assistant

AI Assistant's value increases as you iterate. Use chat analytics plus X-ray to improve coverage and quality.

Find problem areas

From the chat analytics area:

1. Filter chats by:
   • High fallback rate.
   • Negative feedback.
   • A specific topic or keyword.
2. Open individual chats and inspect them with X-ray to see:
   • Which sources AI Assistant used.
   • Which tools AI Assistant called.
   • Whether the answer was incomplete or incorrect.

Fix gaps

Based on what you find:

• Update or add content in your docs or help center.
• Create Answers for recurring high-importance questions.
• Adjust workflows or tools if AI Assistant isn't choosing the right path.
• Tighten or expand targeting for Resource Center content so articles appear when and where users need them.
• Create a guide for important or confusing product areas.

Over time, this loop—chat, X-ray, then content or configuration updates—turns AI Assistant into a high-quality, product-specific helper rather than a generic chatbot.