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You can create virtual task assistants that perform repetitive tasks for your
agents. After you create a virtual task assistant, an agent can transfer a call
or a chat to the assistant to complete the task. The agent waits on hold until
the task is completed, then the call or chat is transferred back to the
agent. While the agent is on hold, they can mute or end the call or chat. Unlike
virtual agents, virtual task assistants cannot be assigned to a queue. A virtual
task assistant can only be assigned to a task.
For compliance with the Health Insurance Portability and Accountability Act of
1996 (HIPAA) and to protect the end-user's Personally Identifiable Information,
virtual task assistants don't record or create transcripts of calls or chats.
Before you begin
Before you can create a virtual task assistant, you must create a
Dialogflow CX platform and workflow. This is the same
requirement for creating a virtual agent. For information about creating a
Dialogflow CX platform and workflow, seeVirtual
agent: Create and link Google Dialogflow CX agents.
Create a virtual task assistant
To create a virtual task assistant, follow these steps:
In the CCAI Platform portal, clickmenuMenu, and then clickSettings>Virtual agent.
ClickAdd virtual agent, and then clickTask assistant.
In theVirtual agentfield, enter a name for your virtual task
assistant.
In theChoose virtual agent platformbox, select the platform that you
want.
In theChoose workflowbox, select the workflow that you want.
In theMenurow, selectChatorVoice, depending on the type of
virtual task assistant that you want.
In theMenurow,Web,Mobile, orIVRare automatically
selected based on their availability with chat and voice.
In theLanguagearea, select the language that you want your virtual
task assistant to communicate in.
Optional (for voice only): In theDTMFrow, selectEnsure DTMF
supportto ensure that virtual task assistant sessions are handled by a
voice carrier that fully supports Dual Tone Multi Frequency (DTMF) tones.
Additional charges might apply.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-09-04 UTC."],[[["\u003cp\u003eVirtual task assistants are designed to handle repetitive tasks for agents, allowing agents to transfer calls or chats to them for task completion before the interaction returns to the agent.\u003c/p\u003e\n"],["\u003cp\u003eUnlike virtual agents, virtual task assistants cannot be assigned to a queue and are specifically assigned to tasks, and they do not record or create transcripts of calls or chats for compliance with HIPAA regulations.\u003c/p\u003e\n"],["\u003cp\u003eCreating a virtual task assistant requires a pre-existing Dialogflow CX platform and workflow, similar to the setup needed for creating a virtual agent.\u003c/p\u003e\n"],["\u003cp\u003eThe creation process involves selecting the desired platform, workflow, and communication type (Chat or Voice), along with language and data parameters, through the CCAI Platform portal settings.\u003c/p\u003e\n"],["\u003cp\u003eVirtual Task assistants for chats are only available using the web SDK.\u003c/p\u003e\n"]]],[],null,["# Virtual task assistants\n\nYou can create virtual task assistants that perform repetitive tasks for your\nagents. After you create a virtual task assistant, an agent can transfer a call\nor a chat to the assistant to complete the task. The agent waits on hold until\nthe task is completed, then the call or chat is transferred back to the\nagent. While the agent is on hold, they can mute or end the call or chat. Unlike\nvirtual agents, virtual task assistants cannot be assigned to a queue. A virtual\ntask assistant can only be assigned to a task.\n\nFor compliance with the Health Insurance Portability and Accountability Act of\n1996 (HIPAA) and to protect the end-user's Personally Identifiable Information,\nvirtual task assistants don't record or create transcripts of calls or chats.\n\nBefore you begin\n----------------\n\nBefore you can create a virtual task assistant, you must create a\nDialogflow CX platform and workflow. This is the same\nrequirement for creating a virtual agent. For information about creating a\nDialogflow CX platform and workflow, see [Virtual\nagent: Create and link Google Dialogflow CX agents](/contact-center/ccai-platform/docs/Virtual_Agent#create-dialogflow-agents).\n\nCreate a virtual task assistant\n-------------------------------\n\nTo create a virtual task assistant, follow these steps:\n\n1. In the CCAI Platform portal, click menu\n **Menu** , and then click **Settings \\\u003e Virtual agent**.\n\n2. Click **Add virtual agent** , and then click **Task assistant**.\n\n3. In the **Virtual agent** field, enter a name for your virtual task\n assistant.\n\n4. In the **Choose virtual agent platform** box, select the platform that you\n want.\n\n5. In the **Choose workflow** box, select the workflow that you want.\n\n6. In the **Menu** row, select **Chat** or **Voice**, depending on the type of\n virtual task assistant that you want.\n\n In the **Menu** row, **Web** , **Mobile** , or **IVR** are automatically\n selected based on their availability with chat and voice.\n7. In the **Language** area, select the language that you want your virtual\n task assistant to communicate in.\n\n8. Optional (for voice only): In the **DTMF** row, select **Ensure DTMF\n support** to ensure that virtual task assistant sessions are handled by a\n voice carrier that fully supports Dual Tone Multi Frequency (DTMF) tones.\n Additional charges might apply.\n\n9. In the **Data parameters** area, add the data parameters that are required\n for your virtual task assistant. For more information, see [Pass data\n parameters to Virtual Agents and Virtual Task\n Assistants](/contact-center/ccai-platform/docs/pass-data-parameters#data-parameters-to-vas-and-virtual-task-assistants).\n\n10. Click **Save**."]]
