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Personal Assistant

The personal Ema assistant helps users keep track of assignments, deadlines, and relevant developments. Users can also ask questions and, when they choose to allow it, request supported actions within their existing permissions.

For the user workflow and toolbar settings, see Ema.

The popup assistant follows the user's current screen. As the user navigates between tasks, cases, documents, and other pages, the popup automatically changes its context to match the current page. It is intended for assistance with the work currently on screen.

The personal Ema page keeps one user-specific conversation context. It does not switch context to match the last screen the user visited. It combines the user's questions and replies with proactive updates about accessible work, including when the personal page is closed. Users should identify a task or case when asking about a specific record.

These are separate conversations. Popup screen changes do not change the personal conversation's context, and opening the popup is not the same as opening or enabling personal assistance. Both remain subject to the user's permissions.

Make Ema Available

Before enabling personal assistance for a group, check that:

  • the domain has a usable AI provider
  • the group's feature permissions include personal assistant access (assistant)
  • users have the underlying permissions for the worklists, channels, cases, and files they need to review
  • users who need Ema's tools have MCP (mcp) access and the applicable license entitlement and credits
  • the domain's token limits allow the intended use

Assign feature permissions through Edit Groups. Popup assistant access (ai) and personal assistant access (assistant) are separate permissions. Neither grants access to additional business records or actions.

User Controls

Users control personal assistance from the Ema toolbar. Personal assistant enabled is initially on, while May act on my behalf is initially off. An administrator granting access does not grant the user's permission to perform changes on their behalf.

When users stop personal assistance, their conversation remains available to read. New assignments do not turn their personal assistance back on. Disabling an account stops further personal assistance; conversation history is preserved.

Automatic updates review information only. Allowing Ema to act on a user's behalf applies to supported actions in response to the user's requests and remains subject to their permissions.

Set Expectations for Updates

Personal assistance can begin when an eligible user receives an assignment or opens Ema. Users do not need to keep the Ema page open to receive updates.

Updates are periodic and selective. They highlight useful developments in accessible work rather than reporting every change or replacing a complete worklist. Lack of a new message does not by itself indicate a failure.

Automatic summaries and replies use the configured AI service and the applicable User token limits. Notifications follow the deployment's existing notification settings.

Troubleshooting

Symptom Checks
Ema is unavailable Check that the account and domain are active, the group grants personal assistant access, and a usable AI provider is configured.
Ema cannot find a task, case, or file Check the user's access to the record and the corresponding worklist, channel, or file feature. Ema does not bypass these permissions.
Ema cannot obtain details or complete an action Check MCP access, license entitlement, credits, token limits, and the permissions required for the requested operation. For changes, also check May act on my behalf.
No automatic update appears Check Personal assistant enabled, allow time for periodic updates, and confirm there is a relevant development in the user's accessible work.
A reply appears in Ema but no notification arrives Check the deployment's notification settings and the user's notification availability.