Agent Assist surfaces real-time suggestion cards to human agents. A moment is a rule: when a configured speaker says a trigger phrase, the agent is shown a suggestion. CXB API owns moment CRUD; the global enable flag and LLM/STT config live in system settings (agent_assist block). The Agent Assist logic lives in the API service’s agent-assist route and moment model. Moments are stored in the agent_assist_moments collection.

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Endpoints

All under /api/v1/agent-assist, requiring an Agent Assist manager (admin, super_admin, or supervisor — require_agent_assist_manager):
MethodPathPurpose
GET/momentsList moments (sorted by priority desc, then updated_at)
POST/momentsCreate a moment
PATCH/moments/{moment_id}Update a moment
DELETE/moments/{moment_id}Delete a moment
An invalid or unknown moment_id returns 404; an empty PATCH body returns 400.

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Moment schema

AgentAssistMomentCreate / AgentAssistMomentResponse:
FieldType / defaultNotes
namestr (1–120)Required
descriptionstr (≤500)Optional
categorygeneral/compliance/payment/objection/escalation/scriptDefault general
enabledbool, default falseMaster toggle for the moment
priorityint 0–1000, default 50Higher sorts first
speakercustomer/agent/bothWhose speech is matched (default customer)
language_codeslistNormalised to base codes (english→en, hindi→hi)
trigger_phraseslistAt least one required
negative_phraseslistSuppress when present
suggestionstr (1–1000)Required — the card body
card_titlestr (≤120)Defaults to name if blank
cooldown_secondsint 1–3600, default 60Min gap between fires
once_per_callbool, default trueFire at most once per call
max_per_callint 1–20, default 1Cap per call
compliance_requiredbool, default falseMarks compliance-critical moments
Validators dedupe and trim phrases (case-insensitive) and language codes, and reject a create (or a phrase-bearing update) with no trigger phrase. card_title is auto-filled from name when left blank, both on create and update.
Moments are inert until both the moment’s own enabled flag is set and the deployment’s agent_assist.enabled system setting is on. The runtime matching (STT, LLM suggestion, cooldown) is driven by the agent_assist settings block, not these documents.

Settings

The agent_assist block: enable flag, STT/LLM provider, prompt, cooldown.

Agent Desk

The human-agent escalation surface assist moments appear on.

Users & roles

Which roles can manage moments.

CXB API overview

Control-plane responsibilities.