Integrate a Coveo Hosted Insight Panel component

When a service agent hovers over a search result in the Hosted Insight Panel, the background color changes. The result action buttons then appear in the upper-right corner of the search result. These buttons let service agents perform convenient actions, such as Attach to case, with a simple click.

The Coveo Insight Attached Results component is a packaged container component that displays the list of Coveo results that have been attached to a case from an Insight Panel such as the Coveo Hosted Insight Panel.

When a service agent attaches a Coveo result to a case, the attached result is displayed in this component. Similarly, when a result is detached, it’s removed from the component. For information about adding the Coveo Insight Attached Results component to a record page, see Integrate a Coveo Insight Attached Results component.

This section provides information about the tags that are available in the Coveo Hosted Insight Panel.

The Coveo Hosted Insight Panel component supports the Coveo Machine Learning (Coveo ML) Smart Snippet model. This model provides users with answers to their queries directly on the results page by displaying a snippet of the most relevant result item. This allows users to quickly find answers without having to open links from the results page.

Additionally, a People also ask section, which contains questions related to the user’s query, is also displayed at the top of the result list (see About Smart Snippets).

The Coveo Hosted Insight Panel component supports the Coveo Machine Learning (Coveo ML) Relevance Generative Answering (RGA) model.

RGA uses generative AI technology to generate answers for natural language queries. The answers are generated based on your enterprise content and permissions, and are displayed in the search interface along with the search results. See About Relevance Generative Answering (RGA) for more information.

Service agents can open the Hosted Insight Panel as a full page, that is, in full search mode. Full search mode makes querying easier by providing better access to facets, tabs, and search results. All current query, facet, and tab information is maintained when an agent activates the Insight Full Search functionality.

At the upper-right corner of the Hosted Insight Panel, click to activate the Insight Full Search functionality.

support agents can leverage the User Actions feature to view the items customers clicked and the queries they performed before they created a ticket, such as a case. By retracing the customer’s journey, support agents can provide a more personalized service.

To view user actions, click in the upper-right corner of the Hosted Insight Panel.

The following table describes the icons that can appear in the timeline:

By default, the timeline displays the user actions prior to the ticket creation date in reverse chronological order (newest actions at the top). Click Show following sessions to view the sessions that occurred after the ticket was created, or click Show preceding sessions to view sessions that occurred before ticket creation.

The data retention limit is 60 days, and the latest 400 events (all sessions combined) can be displayed.

To return to the Hosted Insight Panel, close the User actions window.

Result folding improves the end-user experience of your search interface by ensuring that query result items with a logical parent-child relationship are grouped and rendered accordingly in your result list. The Coveo Hosted Insight Panel component supports result folding out of the box. As long as the folding fields have been configured in your Coveo organization, no additional configuration is required.

The Coveo Hosted Insight Panel component supports keyword highlighting out of the box. Keywords that match a query are highlighted in the search results.

The built-in Recent Queries feature lets service agents view their most recent queries directly in the Coveo Hosted Insight Panel. It provides quick access to past searches so agents can efficiently revisit previous results without retyping queries.