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Sami

Joined Dec 10, 2023

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Last activity Oct 17, 2024

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ACTIVITY OVERVIEW

Latest activity by Sami

Sami commented,

CommentTicket customization

In the layout's ticket properties section, is it possible to move the tags box to the bottom? Is it a fixed-position field?
 

View comment · Posted Aug 19, 2024 · Sami

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Sami commented,

CommentExplore recipes

Matthew Natali 
Replace 
     IF ([Changes - Field name]="{Escalated}")
With
IF ([Changes - Field name]="Escalated")

No braces, { or }, around the field name Escalated.

View comment · Posted Aug 15, 2024 · Sami

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Sami commented,

Community commentZendesk AI EAP - Generative AI

Hi,  Jakub Konik   - can you provide a high-level summary of what issue you are investigating? 
Is/will there still be a need to have a JWT server involved to authenticate the web widget?

Thank you. 

View comment · Posted Jun 05, 2024 · Sami

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Sami commented,

Community commentZendesk AI EAP - Generative AI

It was recently suggested to us that it is an authentication issue per: https://support.zendesk.com/hc/en-us/articles/4411666638746-Authenticating-end-users-for-messaging
 

View comment · Posted May 23, 2024 · Sami

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Sami commented,

CommentTicket customization

Is there an option to add the signature _only_ on the initial reply by the agent? 

View comment · Posted May 16, 2024 · Sami

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Sami commented,

Community comment Feedback - Help Center (Guide)

Is it still part of the plan in 2024? 

View comment · Posted Apr 24, 2024 · Sami

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Sami commented,

Community comment Q&A - Help center and community

Is displaying custom fields on the roadmap? This is something we'd also like to do.

View comment · Posted Apr 24, 2024 · Sami

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Sami created a post,

PostZendesk AI EAP - Generative AI

We want to use Messaging as a diversion strategy by having the Generative AI generate replies from our KB as possible solutions to customer customers. 

The AI does not generate a reply to known KB content, “Sorry I couldn't answer your question.”

We have a live help center with >400 articles

The test articles are accessible to the public

The messaging chat bot is set to “generate a reply”

We are not using intents/answers, we've set “Questions without matching intents” to "generate a reply”


No luck so far.  We've reviewed KBs as well as engaging with support.

Does anyone have this working?

Edited Apr 09, 2024 · Sami

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Sami commented,

CommentUsing legacy AI agent functionality

We have the same issue where the messaging bot's behavior is set to generate a reply but does not answer with any meaningful response.

We have both public and private KBs in our help center, and are English language only.

Support stated we also need to enable the Answer Bot - is this not for the classic web widget only?

View comment · Posted Mar 25, 2024 · Sami

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Sami commented,

CommentUsing AI agents for email and web form

Where do we customize the icons used in the autoreply? the icons are too big.

View comment · Posted Dec 12, 2023 · Sami

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