In the Suggestion Types field, select the Articles and/or FAQs to suggest documents from the knowledge base that are relevant to the end-user issues. When prompted to enter the details of the knowledge base, create a new knowledge base by selecting Data from the left menu.

In the Retrieval Method field, select Inline suggestions (API response) to enable Webex CCAI to receive the responses from Google CCAI.

In the Maximum Suggestions field, enter the maximum number of suggestions you want displayed for each suggestion set (returned by Google CCAI to Agent Desktop) in the Agent Answers gadget.

If you are using Virtual Agent, select Enable virtual agent. A Virtual Agent provides conversational self-service with hand off to human agents as necessary.