👋 Let's connect your Structurely, Zendesk and all your messaging accounts accounts (using Zendesk Sunshine Conversations -- formerly smooch.io)
Log in to Structurely
Define Custom Answer(s)
Use a custom shorthand syntax of %((switchboard:passControl))%
See conversations where this escalation criteria was met in Zendesk
Let's say you have a user who says something like:
"I don't need your help right now, I already heard back from one of your colleagues"
It would be wise to escalate this to a human agent so you can confirm their ticket is actually being handled by a colleague, and if so, to wrap up your conversation with that same customer.
You can do that using Zendesk Sunshine Conversations + Structurely Custom Answers
Before you follow this guide - it is assumed that you've followed this guide 👇
It will also help to understand our guide on Structurely Custom Answers 👇
Here's how to get setup:
👉 Login to your Structurely Account here
👉 Once logged in to Structurely go to the Custom Answers tab
👉 Find the Answer that you would like to customize from the Default Answers list and click the "more icon" and select "duplicate" 👇
*in this example, i'll be customizing the Working with Colleague answer"
👉 Open up the response editor drawer once in the custom answer. You will then need to delete the existing messages👇
👉 Now, enter the shorthand syntax %((switchboard:passControl))% into the default response variation. And hit save changes.👇
This shorthand syntax is and indicator to both Structurely and Zendesk that control needs to be passed from the AI to a human within Zendesk ❗
👉 Publish your changes and activate your new Custom Answer 👇
In this example, if a customer says something like "I'm already speaking to your colleague" In a conversation, this Custom Answer will run. This will cause the conversation to stop with the AI, and immediately get passed over to a human via a ticket created in Zendesk❗
Okay, so here's how to make sure it's working
Message the integration channel(s) you connected to the Zendesk Sunshine Conversations app which also has the Structurely integration.
Mention something like "I'm working with your colleague already" (or whatever Custom Answer you created)
Once that message is mentioned, you should see the full conversation history in Zendesk as a ticket
To verify conversational control was passed you can also review the logs in the Zendesk SunCo app you have integrated. You should see logs similar to below
You can now reply directly to that customer via the same channel by submitting a response from directly in Zendesk
Questions, comments, concerns? Let us help!
If you aren't receiving a response from your AI Assistant, or don't see the conversation in your HomeChat dashboard, shoot us a message via the little floating live chat bubble in the bottom right of this page 😃
Or you can send an email to firstname.lastname@example.org and I'll get back to you!
- 🚀 The Structurely Team