Skip to main content

User Guide

This guide explains how agents can use the Conversation Clipper in Deepdesk Agent Assist to quickly access and use customer information during conversations.

Accessing the Conversation Clipper​

The Conversation Clipper panel appears within your agent interface, typically alongside other Agent Assist features like response suggestions. As customers share information during the conversation, extracted entities automatically appear in the Clipper panel.

Using Extracted Entities​

Copying an Entity​

  1. Locate the Conversation Clipper section in your agent panel.
  2. Find the entity you need (e.g., a phone number or order ID).
  3. Click the copy icon next to the entity.
  4. The value is now in your clipboard, ready to paste.

Where to Use Copied Entities​

Once copied, you can paste the information into:

  • CRM systems: Update customer records with contact details
  • Order management systems: Look up orders by ID or tracking number
  • Support tickets: Include relevant customer information
  • Chat responses: Reference specific details the customer provided
  • Internal forms: Populate fields without manual typing

Understanding Entity Types​

The Clipper displays different types of information with clear labels:

What You SeeWhat It Means
NamesCustomer or contact names mentioned in the conversation
Phone numbersAny phone numbers shared by the customer
Email addressesEmail addresses mentioned in messages
Postal/ZIP codesLocation codes for shipping or verification
Tracking numbersOrder or shipment tracking identifiers
Custom valuesBusiness-specific identifiers configured by your organization

Best Practices​

  • Check the context: Before using an extracted entity, verify it relates to the current inquiry (conversations may mention multiple orders, names, etc.).
  • Use for verification: The Clipper helps you quickly reference what the customer said without scrolling through the conversation.
  • Combine with other tools: Use the Clipper alongside response suggestions and summarization for maximum efficiency.
  • Report issues: If the Clipper frequently misses important information or captures incorrect values, inform your team lead so configuration can be adjusted.

Tips for Efficiency​

  • Single-click copy: Each entity has a copy button—one click and it's ready to paste.
  • Scan quickly: The Clipper consolidates all key details in one place, so you don't need to scroll through long conversations.
  • Trust the AI: The system automatically identifies important information, but always verify before using in customer-facing contexts.
Missing Information?

If the Conversation Clipper doesn't capture certain types of information that are important for your work, contact your administrator. Custom entity patterns can be configured to capture business-specific identifiers.

Troubleshooting​

Entities not appearing​

  • Ensure the Conversation Clipper feature is enabled for your account.
  • Check that the conversation has enough content—entities are extracted as messages come in.
  • Some entity types may not be configured for your organization.

Incorrect entity extraction​

  • The AI may occasionally misidentify information. Always verify before using.
  • Report persistent issues to your team lead for configuration review.

For technical details and configuration options, see the Developer Guide.