πŸ‘‹ Let's connect your Structurely, Zendesk and all your messaging accounts accounts (using Zendesk Sunshine Conversations -- formerly smooch.io)

🌟 (TL;DR)🌟
You'll need a Zendesk account, Zendesk Sunshine Conversations account, and a Structurely account.

You'll simply:

  1. Log in to Zendesk
  2. Use a custom shorthand syntax of %((switchboard:passControl))%

As a continuation of our prior guide: passing control from AI to human

Let's say you (the human) have done your job with a customer and want to pass it back to your AI Assistant.

You can do this with a simple shorthand syntax in Zendesk.

Once sent, your AI Assistant will pick the conversation back up.

PREREQUISITES

Before you follow this guide - it is assumed that you've followed this guide πŸ‘‡

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πŸ‘‡ NOTE: this guide is a continuation of the guide linked below πŸ‘‡

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Here's how to get setup:

πŸ‘‰ Login to your Zendesk account

πŸ‘‰ Once logged, go to the ticket where conversation control was passed to you via the AI Assistant

πŸ‘‰ Now in the ticket reply box in Zendesk, enter the shorthand syntax
%((switchboard:passControl))% and hit "submit as open".πŸ‘‡

πŸ‘‰ You will now see that shorthand syntax message in the conversation historyπŸ‘‡

πŸ‘‰ The conversation is now controlled by the AI Assistant once again. Below you can see that the conversation was replied to by the AI, after a human agent prior intervenedπŸ‘‡

❗NOTE:

If you want to stop the AI from responding to a lead, or restart your AI to respond to a lead without passing control of the conversation to and from the AI entirely, you can use the Mute/Unmute AI Assistant button in your Structurely Dashboard

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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 πŸ˜ƒ

Or you can send an email to help@structurely.com and I'll get back to you!

Happy closings!

- πŸš€ The Structurely Team

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