Persona’s in-dashboard AI chat is a way to look something up without leaving the Dashboard. When you ask a product or technical question, it searches Persona’s Help Center and developer documentation before answering, so the answer is tied to how Persona works today rather than to a model’s general knowledge.
Which chat your team has depends on your organization. Persona Assistant is rolling out to organizations in stages, and until yours is enabled your team continues to use the previous Copilot experience, which answers product and technical support questions the same way. For the full description of each, see Introduction to Persona Assistant and Copilot and AI-based Chat features.
What it is good for
- Finding the documentation you need. Ask a product or technical question and the chat answers from the Help Center and developer documentation, which saves you searching both yourself.
- Understanding the page in front of you. On supported pages you can ask about the object you are looking at, such as a specific Case, instead of describing it first.
- Deciding what to read next. A good rule of thumb is to use the chat to discover what you may want or need to look into more, then read the article it points you to.
Where to find it
The chat widget sits in the bottom right corner of the Dashboard. Users with an Admin role can enable or disable it for the organization from Organization > Data & privacy. If the widget tells you chat is disabled, an Admin can enable it there.
Persona Assistant is not available in FedRAMP environments.
What to keep in mind
AI operates based on programmed algorithms and may not always provide accurate or complete responses, so exercise discretion rather than relying on it alone for a critical decision. Because these features are powered by the Help Center, developer documentation, and other content-based resources, we recommend that you refrain from sharing sensitive or personally identifiable information in a conversation.
Answers and insights are informational only. They do not constitute advice from Persona and are not a substitute for professional consultation, especially on legal or compliance questions. Conversations are stored for up to 30 days so that Persona can help you with follow-up questions, and are then permanently redacted.
The other learning resources
- Persona Academy and Certifications, for courses and certifications on identity verification, compliance requirements, and getting more out of Persona’s products.
- Persona Glossary, for the definition of a term you keep running into.
- Customer Support, for when the answer is not in the documentation and you need a person.