Workflow: Automatically create side conversations based on intent with Copilot

Customers who manage multiple stores need to route tickets to the right store or team. Manual assignment delays responses and increases the workload. With Copilot, you can automatically create side conversations based on the intent of a ticket or other trigger conditions. This workflow shows you how to set up an automation so relevant teams receive notifications as soon as a ticket meets specific intent criteria.

Note: Admin Copilot is in an Open Early Access Program (EAP). Eligible customers can sign up, provided they have the Copilot add-on. This release includes the Weekly Digest, Proactive Recommendations, and a Conversational Assistant to troubleshoot and manage business rules.

Note: Side conversations are available only on specific Zendesk plans. For more information, see Ticket trigger conditions and actions reference.

This workflow includes the steps below:

Step 1: Configure Copilot to identify the intent

To create a custom intent:

In Admin Center, click AI in the sidebar, and select Intelligent triage > Intent

Click Create intent

Enter a clear and descriptive Name for the intent that matches a single reason a customer might contact you

Add a concise Description that specifies what is included and excluded, with examples of typical customer phrases

Choose a current Category and Subcategory, or create new ones to structure your intents

Click Create custom intent

Step 2: Create a trigger that detects the intent conditions

To create a trigger:

In Admin Center, go to Objects and rules > Business rules > Triggers, and click Create trigger

Name your trigger, for example, Create side conversation for Store Requests

Under Trigger category, select the appropriate category based on your desired setup

Under Conditions, define the logic that initiates the automation, and under Meet ALL of these conditions, add these conditions:

Ticket > Ticket | Is | Created or Updated

Ticket > Intent | Is | Select your chosen intent

Ticket > Status category | Less than | Solved

Note: Use unique intent keywords so the correct trigger fires without overlap.

Step 3: Add an action to automatically create a side conversation

Now that the trigger can detect the intent of the ticket, configure it to create a side conversation automatically:

In the Actions section of your trigger, select this action:

Ticket > Side conversation via child ticket or email based on your setup

Add placeholders and contextual details in the message body, such as the ticket ID, requester name, store summary, and intent type

Specify the recipients:

For store-specific intents, select the corresponding store address, group email, or Slack channel

If you use email side conversations, address the correct store mailbox

Click Create trigger

Tip: Use placeholders such as {{ticket.id}}, {{ticket.requester.name}}, and {{ticket.intent}} to ensure the side conversation includes the context automatically.

Step 4: Test and validate the workflow

To test the workflow:

Create a few test tickets with known intent expressions

Verify that Copilot assigns the correct intent value

Check that the trigger creates the correct side conversation and routes it to the appropriate destination

In the ticket events, confirm that the trigger executed and the side conversation was sent

Adjust the trigger order or intent rules if you see duplicates or gaps in side conversations

For more information, see Personalizing intelligent triage by creating custom intents and About side conversations.