HALO is your AI assistant in Mobile Service Cloud, designed to make your workday easier by generating automatic answers to customer questions and independently performing tasks for you.
Suggested Answers
When you receive a conversation, HALO is active in the middle part of the conversation window. If the assistant knows the answer to a customer's question, it generates a suggested response in purple, written in the language of the web store.
You can click the information icon to see the reasoning behind the suggested answer.
From here, you have two options:
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Copy to the left: this lets you tweak and refine the answer before sending it
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Copy to the right: this uses the AI's response as a prompt, for example to translate the message into a different language
Make sure to use the dropdown menu to select the AI assistant before sending your message.
Prompting the Assistant
You can also prompt HALO directly by asking clear and direct questions, such as "Make this more formal" or "Provide more information about this topic."
This functionality works best when your knowledge base is properly filled with the necessary information.
Using AI Agents
In addition to answering questions, HALO can perform tasks for you using AI Agents. These Agents are designed to execute specific workflows, retrieve information, or automate repetitive tasks.
To access an Agent:
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Select the dropdown menu at the bottom of the middle column and choose AI assistance
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Type a forward slash ( / ) in the purple box to display a list of all available Agents
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Select an Agent using the arrow keys or by hovering over it with your mouse
For example, calling the order Agent will prompt it to ask for an order number. Once you provide it, the Agent retrieves the shipping details and displays them directly in the conversation, so you can handle inquiries without switching between tools.
Making Agents Available in MSC
Not all Agents are automatically available for use in Mobile Service Cloud. To make an Agent available, enable the "Available in MSC" switch in the advanced settings of the Agent within HALO Studio. This gives you full control over which Agents appear in the invocation list, so only the most relevant ones are accessible to your team.
E-learning Video
For further guidance, watch our e-learning video on HALO in Mobile Service Cloud.