Aimee Spanier

Your account must meet the following requirements to apply rich-text formatting in messaging conversations:

Currently, this feature has the following requirements and limitations:

To send rich text messages with the Sunshine Conversations API, you can use either HTML tags or markdown. See our developer documentation for information on sending messages with rich text using the API.

The table below lists the rich-text formatting available in supported channels.

Format	Supported tags	Example
Bold	<strong>, <b>
Italics	<em>, <i>
Underline	<u>, <ins>
Strikethrough	<s>, <del>
Hyperlink	<a>	Web Widget: Mobile: Agent workspace:
Numbered list	<ol>, <li>
Bullet list	<ul>, <li>
Nested lists	<ol>, <ul>, <li>
Headings	<h1>, <h2>, <h3>, <h4>, <h5>, <h6>
Code block	<code>	Web Widget: Mobile: Agent workspace:
Quote	<q>
Other common HTML tags	<p>, <br>, <span>	n/a

In messaging triggers, you can only use dynamic content with the Send message to customer action in the Name of agent field and the message text sent to the end user.

To use dynamic content in a messaging trigger:

The Name of agent field is required when using the Send message to customer action. It defines the name that appears above the sent message in the conversation:

By including the dynamic content placeholder in the Name of agent field, the agent name can be selected based on the customer’s language setting.

To use dynamic content in the Name of agent field

The Message field is where you define the text sent to a customer in the Send message to customer action.

You can use a dynamic content placeholder to define all or part of the message content. For example, you can create a generic greeting as a dynamic content item, with variants for all of your supported languages. The message will appear in your customer’s language setting.

To use dynamic content in a sent message

The Automated resolutions dashboard provides a look into how many automated resolutions you use. The dashboard can help you determine how well your AI agents deflect customer support requests and whether you should change your current configurations. This information can also help you forecast your future automated resolution needs.

To view the Automated resolutions usage dashboard

The dashboard includes basic information about your automated resolution usage.

• Overview
  • Allowance usage displays the percentage of automated resolutions used in the current billing period.
  • Automated resolutions displays the number of automated resolutions used in the current billing period.
• Usage details displays a chart tracking the number of automated resolutions used per day for the selected time period. Use the drop-down menus to change the time span covered in the breakdown, as defined in Understanding how automated resolutions are measured, and to display usage by type of automated resolution used, or to group types together.
• Show cumulative toggles on or off the aggregate of usage for the subscription term.

The dashboard only displays data on confirmed automated resolutions.

From the dashboard, you can access the page to manage your automated resolution overage setting and add automated resolutions to your account.

At the conversation level, automated resolutions are indicated in the Conversation Logs.

In the Conversation Logs, an automated resolution icon () is added to any conversation that consumes an automated resolution.

Additionally, you can drill into a specific conversation to see an explanation of the automated resolution verification.

To view a conversation’s automated resolution verification details

On AI agent pages in Admin Center, overage warning banners notify you when you’ve used 80% of your automated resolutions, and will be updated when you’ve used 100%. Banners will include basic information about what happens when you reach your limit based on your automated resolution overage setting.

You can't dismiss these banners and they will remain visible until automated resolutions are again available for your account when your billing cycle resets or you purchase additional automated resolutions.

Overage warning banners appear on related Admin Center pages, including:

Overage warning banners also appear on every page in the AI agents - Advanced add-on.

If you choose to pause AI agent functionality when you reach your automated resolution limit, notifications will appear on the admin pages for each of the paused capabilities.

Additionally, your account billing admin will be notified directly when your account nears its automated resolution limit, and again when it reaches that limit.

Accounts using Zendesk Suite Professional or higher can install the Interactive Messaging Templates app, created by our partner, Zenplates. Using this app, agents can preview rich messages in the ticket sidebar before sending the message to the end user.

After sending, the conversation history reflects the template, though it won't be a replica. Quick replies will show buttons, and rich links will show the text and link, for example.

To apply a rich template to a response

1. In a ticket, click the Apps icon () in the context panel and locate the Interactive Messaging Template app.
2. Select the template you want to apply to the conversation. Use the available filters to find the template, if needed.
3. Click Use this template. The template is added as a comment in the conversation.

With Apple Messages for Business, end users can choose to block a business from sending additional messages to them at any point.

When an end user leaves a conversation while talking to a live agent, the messaging session will immediately close, the agent will no longer be able to send messages over Apple Messages for Business, the conversation history will display a system message that the user left the conversation, and the message composer will be disabled for the Apple Messages for Business channel.

Agents can continue to communicate with the end user through other channels if the end user's email or phone number is available and can leave internal notes on the conversation.

If the end user re-opens the conversation with the business, a new ticket and new conversation is initiated.

If an end user leaves a conversation while talking to an AI Agent, the AI Agent is blocked from sending further messages.

You can modify existing messaging triggers if needed.

To edit an existing trigger

You can duplicate an existing trigger to use as a template for creating new triggers.

To clone an existing trigger

A trigger can be activated or deactivated. If activated, the trigger will run whenever its conditions are met. If deactivated, the triggers are built, but will not fire even if the firing conditions are met.

To activate or deactivate a trigger

If you no longer need a trigger, and will not want to use it in the future, you can permanently delete it from the messaging triggers list.

To delete a trigger

This trigger sends an automated reply to customers requesting a conversation, so they know their request is being attended to.

The trigger is set up as follows:

When your account is set to away, this trigger asks customers requesting a chat to leave their email address.

The trigger is set up as follows:

When all agents are offline, this trigger sends an automated reply to warn the end user to expect a delayed response.

The trigger is set up as follows:

Chat triggers can be modified as needed to meet your business needs.

If you want to duplicate an existing chat trigger to use as a template for creating new triggers, you need to copy the trigger's developer code, then create a new trigger using the copied code.

Chat triggers depend on caching data, IP addresses, user data, and more. Therefore, testing chat triggers isn't as simple as testing from a new tab in your browser. Instead, to perform an accurate test, you must successfully imitate a visitor and stage your account properly.

If you want a chat trigger to stop running but do not want to delete it, you can simply deactivate it. Deactivated triggers can be re-activated at any time.

To deactivate a chat trigger

Deactivated chat triggers can be re-activated at any time.

When a chat trigger is no longer needed, you can delete them from the Triggers settings page. Deleted triggers cannot be recovered.

To delete a chat trigger