Real Time Assist Card

Real Time Assist cards provide triggered pop-ups that guide Contact Center Agents through speaking points, workflows, best practices, and more.

Audience: 2-10 HBW managers/supervisors (Internal Use Only)

Create a real time assist card

To create a Real Time Assist (RTA) card, head to your Admin Settings from Dialpad.com

1. Navigate to Contact Centers
2. Select the desired Contact Center
3. Navigate to Dialpad Ai
4. Select View all Real Time Assist Cards
5. Select Create new Real Time Assist Card

Next, you have the option to use one of our templated Real Time Assist Cards, or to create one from scratch.

If you choose to create your own, simply fill in the blanks (you'll need to name the card, define the trigger keywords and Agent response). Each RTA requires the following details:

• Title - Name of your RTA
• Description - What is this card for?
• Card Content - What information, links, or answers would you like your Agents to see when this card is triggered?
• Trigger words/phrases
• What words and/or phrases will trigger this card?
• Will the trigger phrases apply to anyone on the call, just the rep, or just the customer?
• Once you add a trigger phrase, the number of calls it’s triggered on in the last week will show up in brackets (ex (7)). This is useful for understanding how useful the trigger phrase will be.
• Assigned Groups - Which Agents’ calls should trigger this moment or card? You can add multiple Contact Centers or Coaching Teams.

edit a real time assist card

Real Time Assist (RTA) Cards can be edited at any time.

To edit an RTA card, head to your Admin Settings

1. Navigate to Contact Centers
2. Select the desired Contact Center
3. Navigate to Dialpad Ai
4. Select View all Real Time Assist Cards
5. Select Options beside the RTA card you'd like to delete (that's the 3 vertical dots)
6. Select Edit
   
7. Make the desired changes
8. Select Save

Disclaimer: This information intended to be solely informative in nature, and does not modify, alter, amend or otherwise affect in any way the terms of any Service Agreement or Warranty Coverage. Please refer to the Home Warranty Service Agreement and/or New Home Builder Warranty Booklet applicable to your specific home for all coverage details, procedures, rights and obligations. 2-10 Home Buyers Warranty is a family of companies with a mission to improve the experience of homeownership. As a Provider of Home Warranty Service Contracts, 2-10 Home Buyers Warranty is: 2-10 HBW Warranty of California Inc. in California; Home Buyers Warranty Corporation VI in Florida; 2-10 Home Buyers Warranty of Virginia, Inc. in Virginia; 2-10 Home Buyers Warranty of Oklahoma, Inc. in Oklahoma and Home Buyers Resale Warranty Corporation in all other states (OR Lic # 202003). As the Warranty Administrator for New Home Builder Warranties, 2-10 Home Buyers Warranty is Home Buyers Warranty Corporation III in New Jersey and Home Buyers Warranty Corporation in all other states.