Visuals can appear in case work when an AI response includes a visual and that response is shared with the employee.
Visuals are part of the AI Assistant experience. They present structured information, such as a checklist, summary card, chart, or organizational chart, in a format that is easier to understand than a long block of text.
In case management, visuals can help employees quickly understand information included in an AI-assisted response.
Before you begin
- Applaud visuals
- Use AI while working cases
- Communicate with employees
- Your organization must have the AI features you use while working cases enabled.
When visuals appear in case work
Visuals appear as part of an AI Assistant response. They can also appear when you forward an AI response that includes a visual to the employee.
This means:
- The visual is created as part of the AI Assistant response.
- You can review the AI response before sharing it with the employee.
- When you forward or send an AI response that includes a visual, the employee may receive the visual with the shared content.
Visuals aren't required for every AI response or case reply. Use them when structured information helps the employee understand the answer more quickly.
What employees see
How an employee sees a visual depends on the channel they use.
| Channel | Employee experience |
| Employee portal and mobile app | Interactive visuals, where supported. Employees can review structured information and use available actions. |
| Microsoft Teams, Slack, and Outlook email | A static image of the visual. Interactive controls aren't available. |
If an employee needs to use interactive controls, ask them to continue the conversation in the employee portal or the mobile app.
Review before you share
AI can help prepare information, but you remain responsible for what the employee receives.
Before sharing an AI response that includes a visual:
- Check that the information is accurate.
- Confirm that it reflects your organization's policies and processes.
- Make sure the visual doesn't expose sensitive information that the employee shouldn't receive or that could be easily saved or forwarded.
- Check that the visual answers the employee's question clearly.
- Remove or change anything that isn't appropriate to share.
For broader guidance on using AI in the agent workspace, see Use AI while working cases.
What visuals don't do
A visual is a way of presenting information. It doesn't replace the underlying work or your judgment.
- A visual doesn't replace your judgment when making case decisions.
- A visual doesn't retrieve live HR data by itself. Connected-system tools retrieve or update information; visuals present it.
- A visual isn't required for every AI response or public update.