Welcome to Echo AI, where our mission is to enhance the efficiency of customer support, content creation, and data analysis. To make the most of your experience with Echo AI, it's important to be familiar with our Help Center, a structured repository designed to guide you through every feature, answer common questions, and assist with troubleshooting. Here's a detailed look at how our Help Center is organized and how you can use it effectively.
1. Guides
Our Guides section is your starting point for understanding the core functionalities of Echo AI. Whether you're a new user, agent, leader, or admin, we’ve crafted specific guides to walk you through the essential tools available.
Welcome to Echo AI: Start here to get an overview of the platform and its capabilities.
Roles: Under Guides, there are various how-to articles for how to perform certain tasks as a specific user:
As an Agent
Agents are at the frontline of customer interactions, and Echo AI has features to support you in delivering high-quality service efficiently.
As an Leader/Manager
Leaders and managers can use Echo AI to track, evaluate, and guide agent performance, ensuring that customer interactions meet quality standards.
As an Admin
Admins are responsible for configuring and maintaining the Echo AI platform, ensuring optimal setup for all users.
2. Echo AI Features
Once you're familiar with the basics, the Echo AI Features section provides in-depth explanations of the platform's core functionalities and best practices. Here’s what you’ll find:
Saved Searches: Learn how to save frequent searches for easy access to specific data.
Filters: Understand how to use filters to refine your data views and reports.
Tags: Explore the power of tags to categorize and streamline communication and analysis.
Streams: This guide covers how to set up and use streams for ongoing monitoring and performance tracking.
3. FAQ & Troubleshooting
As you get comfortable with Echo AI, questions or technical issues may arise. The FAQ & Troubleshooting section is your go-to resource for resolving common problems.
FAQ: This includes answers to the most frequently asked questions about the platform.
Troubleshooting: This section is designed to help you quickly resolve technical issues, with step-by-step instructions.
4. Policies
Compliance and data security are top priorities at Echo AI, and our Policies section outlines the key areas to be aware of as you use the platform.
Support Guidelines: Get familiar with our support processes to ensure effective assistance.
P0s: This section explains our approach to handling P0-level (critical) issues.
PII Redaction: Learn how we protect personally identifiable information (PII) using redaction tools.
Supported Languages: Understand which languages Echo AI supports for communication and reporting.
5. Integrations
Echo AI integrates seamlessly with various third-party applications, and the Integrations section helps you understand how to connect your favorite tools.Echo AI is designed to integrate seamlessly with various systems and tools to enhance your workflows and data management. Our Integrations section offers comprehensive guidance on how to connect Echo AI to your existing infrastructure and applications. Here's what you can expect:
Connecting for Data Integrations: Learn how to set up data integrations to ensure smooth data flow between Echo AI and your organization's existing platforms. This guide walks you through the process of importing and syncing data for maximum efficiency.
App Integrations: Discover how to connect Echo AI with popular third-party applications. This section provides step-by-step instructions for seamless integration with your favorite communication tool.
SSO/SAML: Enhance your organization’s security and user management with Single Sign-On (SSO) and Security Assertion Markup Language (SAML) integration. This guide details how to configure SSO/SAML to streamline user authentication and access controls.
Custom Data Integration: If your organization has unique data requirements, the Custom Data Integration guide explains how to tailor data connections to fit your needs. From setting up custom data pipelines to integrating proprietary software, this section covers it all.
6. Legacy (Pathlight)
For long-time users transitioning from Pathlight to Echo AI, the Legacy section contains important documentation on maintaining continuity between the platforms.