Librarian: Documentation Chat for Emplifi Agent Users
Librarian (Documentation Chat) is a new AI-powered in-app feature that lets agents and administrators get instant answers to questions about Emplifi Agent without leaving the application or searching through documentation manually. When you type a question into the Librarian chat interface, and it returns relevant guidance sourced directly from the Emplifi Agent documentation.
Differences between Librarian and Agent Assist
Librarian and Agent Assist serve different purposes and should not be confused:
Librarian (Documentation Chat): Answers questions about how Emplifi Agent works, including information about Agent features, procedures, settings, and navigation, sourced from the Emplifi Agent documentation.
Use Librarian when you need help understanding or navigating the Agent application itself.
Agent Assist: Answers questions based on your company's knowledge base, including product FAQs, policies, and support content, sourced from Emplifi Knowledge.
Use Agent Assist when you need to look up customer-facing knowledge content to help resolve a case.
Accessing Librarian
Librarian (Documentation Chat) is accessible from within Emplifi Agent without navigating away from your current work.
To open Librarian:
Locate the Librarian icon in the Application Banner or Application Function Bar.
Click the icon to open the Librarian chat panel.
The panel can be used at any time, whether you are on the Home Page, working on a case, or running a report.
Asking a question
To ask a question using Librarian (Documentation Chat):
Open the Librarian panel (refer to the Accessing Librarian section above).
Type your question in natural language into the text input field. For example:
"How do I merge two cases?"
"Where do I configure the mailbox settings?"
"What does the Block Login option do?"
Press Enter or click the Send icon.
Librarian returns a response sourced from the Emplifi Agent documentation.
You can ask follow-up questions in the same session, and Librarian will respond in context.
Best practices
Ask complete questions. Full questions, such as “How do I add an attachment to a case?", tend to return better results than short keyword searches.
Be specific. Including details like the area of the application or the type of task helps Librarian find the most relevant answer.
Librarian answers are informational. The responses are sourced from documentation and are for guidance only. Always verify configuration changes with your system administrator.