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User Guide

This guide explains how to configure Deepdesk Profiles for accounts in Admin. Profiles control how conversations are categorized and which AI assistants are made available to agents.

Profile Configuration​

A Deepdesk Profile is a defined set of metadata-based rules or conditions used to categorize conversations. Each conversation can be assigned to only one profile at a time.

How Profiles Work​

  • When a conversation receives a new message, the system evaluates the message's metadata.
  • If the metadata matches a profile's conditions, the conversation is assigned that profile.
  • When a human agent handles the interaction, the profile is used to retrieve the corresponding Assistants and related content, such as text or URL suggestions, that support the agent during the conversation.

Defining Profile Rules​

Profiles are defined using JSONLogic, a declarative rule format for matching metadata.

JsonLogic

For details on how to use JsonLogic to define assignment and filtering rules, see JsonLogic Assignment & Filtering.

Example Rule​

{
  "==": [ { "var": "mediaType" }, "chat" ]
}

This rule assigns the profile to conversations where the mediaType is set to chat.

warning

Warning: Profiles must be mutually exclusive. Overlapping rules across profiles can cause unpredictable behavior and should be avoided.

Profile Settings​

Name and Code​

  • Name: Display name shown in the interface. Can be edited.
  • Profile Code: Permanent unique identifier. Cannot be changed.

Conversation Assistants​

Configure which Assistants are available to agents within this profile:

  • Knowledge Assist: Provides real-time access to knowledge base content.
  • Summarizer: Automatically runs when the agent leaves the conversation to generate a summary.
  • Event-Based Assistants:
    • On Conversation Accepted: Triggered when an agent accepts a conversation.
    • On New Message: Triggered upon receiving a new message from either the customer or the agent.
    • On Conversation Ended: Triggered when the conversation ends—either through closure, transfer, or customer departure.
tip

Multiple assistants per event will be supported soon. All selected assistants will be evaluated on the event. Assistants may also trigger other assistants.

  • On-Demand Assistants: Manually triggered by agents during the conversation.
    • Pinned Assistants are shown directly in the UI.
    • Others can be accessed through the ••• menu.

Recommendation Engine​

Profiles can enable AI-powered features specifically for digital conversations. E.g. by automatically finding frequently used replies and suggesting them in live conversations.

When Enable Recommendation Engine is activated, Deepdesk deploys recommendation engines and machine learning pipelines.

Voice-Only Profiles​

  • Leave the setting disabled for voice-only interactions. No recommendation features will be deployed.

Digital Interaction Profiles​

  • Enable the setting to activate support for chat, messaging, or email conversations.
  • Additional setup is required, which must be completed by your Customer Support Manager.

Profile Deletion​

Profiles can be deleted at any time. If the Recommendation Engine was enabled, deleting the profile will also permanently remove associated engines and Recommendation Studio content.