This allows you to create reply variation based on location or device to personalized your copy.
Set this at the AI agent level by going to Settings > Actions then click + New Action. Set the fields as below:
Create a smart welcome reply
By setting up a welcome reply in the AI agents - Advanced Dashboard, you will be able to give options to chat visitors at the very beginning of the conversation and create a more personalized flow for them. for example, use conditional blocks in your welcome reply to greet your customers in different languages based on their location.
To use this instead of the First Reply trigger in Zendesk Chat, set the action "Trigger reply" at the AI agent level by going to Settings > Actions then click + New Action. Set the fields as below:
Add tag to all chats coming from the AI agent
Tagging all chats coming from the AI agent helps you manage your tickets in Zendesk.
Set this up at the AI agent level by going to Settings > Actions then click + New Action. Set the fields as below:
Add tag to conversations with intent topics
Set this up at content level by locating the escalation block(s) in the intent that you wish to add the topic tag to. Select the escalation block(s) and click Add / Edit Actions, in the drawer on the right.
In the example below, "order_status" is used as the topic of the intent, but you can enter anything you want in the value that would help your agents manage tickets easier.
Adding tags to Conversation Logs
Simply add another action but select Conversation Document (Session) as the target.
You should see two actions like this now:
Show queue position to chat visitor
Set this up at the AI agent level by going to Settings > Actions then click + New Action. Set the fields as below:
This way, the chat between the user and the AI agent ends as the AI agent leaves the chat. User sees their queue position like this:
