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What this does

Live assist puts Alpha next to your phone calls. While you talk to a customer, Alpha follows the call’s live transcript and shows helpful cards, for example:
  • Customer context: who is calling, their company, their open and recently closed tickets, their agreement and recent calls.
  • Past tickets: when someone mentions an earlier ticket or “last time”.
  • Documentation: when someone asks “how do I…” or mentions the knowledge base.
  • Suggested action: a drafted ticket, a drafted time entry, or a scheduling link for the caller. You check each one before anything is saved or sent.
You can also type your own questions to Alpha during the call, in the Ask tab. Live assist only reads and suggests. It never changes anything in your PSA or sends anything without you clicking Confirm, even for actions that are set to Automatic on the Permissions page.

Before you start

  • Your company needs both Alpha and CallScribe. Both are turned on by MSP Process.
  • Live assist on calls must be on in Alpha Settings. It is on by default. Only Tenant Admins can turn it off or on (see Part 1).
  • Technicians, Tenant Admins and Super Admins can use live assist. A technician only gets live assist on their own calls.
  • Alpha needs a live transcript of the call to make suggestions. CallScribe only makes a transcript when the call is being recorded with the customer’s consent. Without a transcript you can still use Ask.
  • To get PSA details such as tickets and the customer’s company, the PSA connection must be in use by Alpha. See “Connecting your PSA to Alpha”.
  • To create tickets or time entries from a call, those actions must be allowed (Ask first or Automatic) on the Permissions page. See “Permissions and roles”.

Part 1: Turn live assist on or off (admins)

  1. Go to AI Service Desk > Alpha > Settings.
  2. Find the Chat and voice card.
  3. Find Live assist on calls. It shows On or Off.
  4. Click the switch. You’ll see Saved.
The setting applies to your whole company. It can take up to a minute to take effect. If you turn it off during a call, live assist stops on that call.

Part 2: Use live assist on a call (technicians)

Find the live assist panel

  1. Start or take a call with CallScribe from the MSP Process pod, as you normally do.
  2. Look for the Alpha panel at the bottom of the call window. It appears in the CallScribe call window and in the softphone window.
  3. Click the Alpha bar to open the panel. Click it again to fold it away. The pod remembers your choice.
The header shows a status chip: When new cards arrive while the panel is folded away or you’re on the Ask tab, the header shows a [N] new badge.

Read the cards in the Feed

  1. Click the Feed tab. The tab shows how many cards there are, for example Feed (3).
  2. The first card is usually Call context, titled Customer context. It shows sections such as Ticket, Contact, Company, Open tickets, Recent closed tickets, Agreement and Recent conversations. Click Open the ticket to open the ticket in your PSA.
  3. As the call goes on, more cards appear. Each card is labelled Past tickets, Documentation or Suggested action.
  4. Where Alpha used a source, the card lists it under Sources. Click a source to open it.
On each card you can:
  • Click Pin to keep it. Alpha keeps only the newest few unpinned cards, so pin the ones you want to keep. Click Unpin to release it.
  • Click Helpful or Not helpful to rate it.
  • Click Dismiss to remove it.
Alpha spaces its suggestions out so the feed doesn’t fill up too fast.

Check and confirm a suggested action

When the call mentions something Alpha can help with, it drafts it and shows a Suggested action card. The card is titled Review this change and explains what Alpha prepared:
  • “Alpha drafted a ticket from the call. Check it before it’s created.”
  • “Alpha drafted a time entry for this call. Check it before it’s saved.”
  • “Alpha prepared a scheduling link for [name]. Pick how to send it, then send.”
  1. Click Review on the card. The confirmation card opens, with the same fields as in the Alpha chat.
  2. Check the details. For a scheduling link, pick how to send it.
  3. Click Confirm to go ahead, or Cancel.
  4. The card then shows the result, for example Done. Click Hide to close the review.
A scheduling link can only go to the caller’s own email or phone number from the PSA contact.

Ask Alpha during the call

  1. Click the Ask tab.
  2. Type your question in the box, for example about the client, their tickets or how to fix the issue.
  3. Press Enter or click Send. You’ll see “Alpha is thinking…”.
  4. The answer appears below, with its sources.
Questions can be up to 2,000 characters. Ask works while the call is live. After the call ends, use the normal Alpha chat.

Pause listening

  1. Click Pause in the panel header. Alpha stops making suggestions. The chip shows Paused.
  2. Click Resume to start again.
Pausing only affects Alpha’s suggestions. It doesn’t stop CallScribe recording or transcribing the call.

What Alpha does during a call

Alpha reads the last few lines of the transcript, from both you and the customer. It reacts to phrases such as: If no phrase matches, Alpha also checks every few seconds whether the conversation needs one of these cards. It only shows a card when it is confident.

What Alpha can and can’t do in live assist

Live assist uses a short, fixed list of actions. Alpha can look up:
  • Tickets, a client’s ticket history and similar tickets.
  • Contacts and their history, companies and agreement coverage.
  • Configurations and assets.
  • Time entries and team availability.
  • Documents, knowledge base articles and procedures.
The only changes it can suggest are: create a ticket, add a time entry, and send a scheduling link. Every one of them shows a review card first. If Alpha tries anything else during a call, it is refused with “This action isn’t available in live assist.” The refusal is recorded in the activity log as Blocked.

Privacy and the call transcript

  • Only recorded calls. Alpha only follows a call that CallScribe is recording and transcribing with the customer’s consent. If recording is stopped, Alpha stops getting the transcript.
  • Secrets are hidden before Alpha sees them. Passwords, PINs, one-time codes, security answers, keys and tokens said on the call are replaced with [REDACTED:SECRET]. This also works when they’re spelled out letter by letter or digit by digit. Card numbers, social security numbers, phone numbers and email addresses in the transcript are replaced with [REDACTED:CARD], [REDACTED:SSN], [REDACTED:PHONE] and [REDACTED:EMAIL].
  • Phone numbers are masked for technicians. Technicians see phone numbers as ***-***-1234. Admins see the full number.
  • Alpha doesn’t follow instructions from the call. Alpha treats what’s said on the call as information, not as instructions. It ignores lines that try to change how it behaves, that ask it to send passwords or other secrets, or that ask it to send something to an email address that isn’t the caller’s.
  • Nothing goes to anyone but the caller. A scheduling link can only be sent to the caller’s own email or phone number from the PSA contact.
  • Each person sees only their own calls. Technicians only get live assist on their own calls.
  • PSA access still applies. If Alpha is turned off for a PSA connection, the context card says “Alpha is turned off for this PSA connection, so its tickets aren’t shown.”

Limits

  • Suggestions per call: Alpha makes a set number of drafted actions per call. After that you’ll see “Alpha has made all the suggestions it can for this call. You can still ask Alpha.”
  • Daily live assist allowance: live assist suggestions have a small daily allowance for your company, which resets at midnight UTC. When it is used up, the chip shows Limit reached. Alpha checks again every few minutes. Past tickets and documentation cards can still appear.
  • Your company’s Alpha limits also apply. Questions you type in the Ask tab count toward your daily question limit. Automatic suggestions don’t. See “AI spend and budget”.
  • Too many clicks: if you click too fast, you’ll see “You’re sending requests quickly. Wait a moment, then try again.”

Troubleshooting

FAQ

Does the customer know Alpha is listening?

Alpha never speaks on the call and the customer doesn’t see the panel. Alpha only reads the CallScribe transcript, and that only exists when the call is recorded with the customer’s consent.

Will Alpha change a ticket on its own during a call?

No. During a call, every change shows a review card and waits for you to click Confirm. This is true even if the action is set to Automatic on the Permissions page.

Can I see what live assist did?

Yes. Confirmed changes and blocked actions are recorded in Alpha > Activity & usage > Activity log.

Can admins look back at a past call?

Where MSP Process has turned on replay, admins see Replay a past call in the panel for a completed call. It replays the call’s transcript and shows what Alpha would have suggested. Only admins can do this, and only for completed calls that have a transcript.