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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.
Before you follow this guide - it is assumed that you've followed this guide 👇
👇 NOTE: this guide is a continuation of the guide linked below 👇
Here's how to get setup:
👉 Login to your Zendesk account
👉 Once logged, go to the ticket where conversation control was passed to you via the AI Assistant
👉 Now in the ticket reply box in Zendesk, enter the shorthand syntax
%((switchboard:passControl))% and hit "submit as open".👇
👉 You will now see that shorthand syntax message in the conversation history👇
👉 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 intervened👇
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
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 email@example.com and I'll get back to you!
- 🚀 The Structurely Team