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This article applies to AI agents - Essential.

When you publish an AI agent to an email or web form channel, the system automatically creates one trigger and two automations. The trigger is how the AI agent sends an initial AI-generated response to a customer’s ticket. The automations are how the AI agent follows up on its initial response to verify that it solved the customer’s question (known as a bump automation) and subsequently set the ticket status to Solved (known as a solve automation).

This article describes the default configuration for this ticket trigger and two automations. While this configuration is designed to work out of the box, you can adjust the trigger or automations to better suit your workflows if necessary.

Note: See About publishing to an email or web form channel for important information about how the trigger and automations are activated, deactivated, and reactivated.

This article contains the following topics:

  • Trigger configuration: Generative reply for <AI agent’s name>
  • Automation configuration: [GenAI] Bump on autoreply with generative AI
  • Automation configuration: [GenAI] Solve on autoreply with generative AI

Trigger configuration: Generative reply for <AI agent’s name>

The trigger that’s automatically created when you publish an AI agent to an email or web form channel has the default configuration described below. If needed, you can edit the trigger.

Basic information

  • Trigger name: Generative reply for <AI agent’s name>
  • Description: This trigger is used to send a generative reply when a new ticket is created.
  • Trigger category: AI agents

Conditions

  • Meet ALL of the following conditions
    • Ticket > Ticket | Is | Created
    • Requester > Role | Is | (end-user)
    • Ticket > Brand | Is | <AI agent’s brand>
  • Meet ANY of the following conditions
    • Ticket > Received at | Is | <your Support email address>

Actions

  • Category: Notify by > Autoreply using generative AI
  • Recipient: Ticket > (requester and CCs)
  • Email subject: Request received
  • Fallback response: (This is what the AI agent should send if it can’t provide an AI-generated response.)

    Your request {{{ticket.id}}} has been received and is being reviewed by our support staff.

    To add additional comments, reply to this email.

Automation configuration: [GenAI] Bump on autoreply with generative AI

The bump automation that’s automatically created when you publish an AI agent to an email or web form channel has the default configuration described below. If needed, you can edit the automation.

Conditions

  • Meet all of the following conditions:
    • Ticket: Hours since update | (calendar) Greater than | 24
    • Ticket: Tags | Contains at least one of the following | ar_suggest_true
    • Ticket: Tags | Contains none of the following | bump_on_email_generative_reply
    • Ticket: Status category | Less than | Pending

Actions

  • Notifications: User email | (requester and CCs)

    Email subject: Re: {{ticket.title}}

    This is an automated email.

    —

    Hi {{ticket.requester.first_name}},

    We’re just wondering if you’ve had a chance to review our response.

    If we don’t hear back from you we’ll solve this ticket within a few days.

    Thanks
  • Ticket: Add tags | bump_on_email_generative_reply
  • Ticket: Status category | Pending

Automation configuration: [GenAI] Solve on autoreply with generative AI

The solve automation that’s automatically created when you publish an AI agent to an email or web form channel has the default configuration described below. If needed, you can edit the automation.

Conditions

  • Meet all of the following conditions:
    • Ticket: Hours since update | (calendar) Greater than | 48
    • Ticket: Tags | Contains at least one of the following | bump_on_email_generative_reply
    • Ticket: Tags | Contains none of the following | solved_on_email_generative_reply
    • Ticket: Status category | Is | Pending

Actions

  • Notifications: User email | (requester and CCs)

    Email subject: Re: ((ticket.title}}

    Hi {{ticket.requester.first_name}},

    We contacted you a few days ago to see if you had a chance to review our response.

    We haven’t heard back so we’ll solve the ticket for the time being.

    We hope you resolved the issue successfully, but, if this isn’t the case, simply reply to this email within the next few days and your ticket will reopen again automatically.

    Thanks

  • Ticket: Add tags | solved_on_email_generative_reply
  • Ticket: Status category | Solved

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