Assist AI can integrate with multiple knowledge sources including the inbuilt Answers module to fetch relevant answers to the users. However, there could be times when we would like to restrict the content displayed to the users. Organisations can have employees / work locations across the globe. And Assist AI should be able to provide contextual responses to the questions posted, . eg. If a user from the APAC region and a user from the Europe region ask the same question about the holiday calendar or HR policy, each user should be shown the details that are specific to their region.
To tackle this use case, we configure User Groups in Assist AI and then restrict the visibility of the corresponding knowledge articles. This ensures that the appropriate user groups receive contextually relevant answers.
Steps to create a User group:
- If you are using Assist AI on Slack, open your Slack Workspace → click on Apps → Assist AI → Home tab→ Manage Assist AI
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If you are using Assist AI on Teams, open your Teams workspace → click on Assist AI on the left tab → Home tab→ Manage Assist AI
- This will take you to the Assist AI admin dashboard
- Click the User Groups module on the left pane
- Now click Create User Groups
- User groups can be created manually by adding the users individually.
- User groups can also be created through external integrations such as Okta or Azure Active Directory. If, for instance, users are already categorized by attributes like location, designation, or department within these accounts, you can select the relevant group from the dropdown menu to create the user group in Assist AI. Integration with Okta or Azure AD is necessary, which can be done in the relevant apps section.
- Then click Create.
- Based on the number of users the time taken to sync might vary.
- You can see the User groups listed on the User groups page, with the sync status next to it.
- Once the sync is complete, the User group is ready to use.
After the user groups are created successfully, you can proceed to set the visibility restrictions for the knowledge articles.