Using Google Gemini action in action flows

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<div class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as Google Gemini,
admins can integrate Zendesk with external systems in automated workflows, improving
collaboration and maintaining a seamless experience across multiple platforms.<div class="note note">
<span class="notetitle">Note:</span> The
steps associated with external systems in action flows are referred to collectively
as <em class="ph i">external actions</em>.</div>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_qgt_sqn_g3c__ul_ysp_sn4_zgc">
<li class="li"><a class="xref" href="#topic_fcs_gtn_g3c">Connecting Google Gemini to action builder</a></li>
<li class="li"><a class="xref" href="#topic_z1q_htn_g3c">Using Gemini actions in action flows</a></li>
</ul>
</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fcs_gtn_g3c">
<h2 class="title topictitle2" id="ariaid-title2">Connecting Google Gemini to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_fcs_gtn_g3c__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the
external system. Therefore, it's a best practice to use a dedicated service
account rather than personal credentials when connecting to each external
system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To connect action builder to Google Gemini</strong><ol class="ol" id="topic_fcs_gtn_g3c__ol_psh_lk4_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">Google Gemini</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Use an API key to authenticate your account.<div class="note note">
<span class="notetitle">Note:</span>
<ul class="ul" id="topic_fcs_gtn_g3c__ul_t2b_gmc_h3c">
<li class="li">All external actions performed by an action flow are attributed
to the user who connected the external system. Therefore, it is
a best practice to use a dedicated service account rather than
personal credentials when connecting to each external
system.</li>
<li class="li">The connection isn't confirmed until you test or use an action
flow with a Google Gemini step.</li>
</ul>
</div>
</li>
</ol>
</div>
<p class="p">After you've connected to the system, you'll see an indicator that it's connected and
details about the instance you're connected to, as well as the actions available for
Gemini.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_z1q_htn_g3c">
<h2 class="title topictitle2" id="ariaid-title3">Using Gemini actions in action flows</h2>
<div class="body">
<p class="p">Gemini action steps can be used to analyze text and send prompts.</p>
<div class="p">The following Gemini actions are available:<ul class="ul" id="topic_z1q_htn_g3c__ul_jby_q44_zgc">
<li class="li"><a class="xref" href="#topic_lck_r44_zgc">Analyze sentiment</a></li>
<li class="li"><a class="xref" href="#topic_ysb_d5c_h3c">Extract keyword</a></li>
<li class="li"><a class="xref" href="#topic_zcg_15c_h3c">Summarize text</a></li>
<li class="li"><a class="xref" href="#topic_ctn_n5c_h3c">Send prompt</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_lck_r44_zgc">
<h3 class="title topictitle3" id="ariaid-title4">Using Gemini to analyze the sentiment of text</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Analyze sentiment</em> action to detect the emotional tone of text.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lck_r44_zgc__table_w1w_4nz_hgc" rules="all" style="margin-left: 0px; margin-right: auto;" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e210" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e212" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e210" style="text-align: left; vertical-align: top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e212" style="text-align: left; vertical-align: top;">
<code class="ph codeph">model</code>, <code class="ph codeph">text</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e210" style="text-align: left; vertical-align: top;">Output</td>
<td class="entry cellrowborder" headers="d52e212" style="text-align: left; vertical-align: top;">
<code class="ph codeph">sentiment</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ysb_d5c_h3c">
<h3 class="title topictitle3" id="ariaid-title5">Using Gemini to extract keywords from text</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Extract keywords</em> action to identify main topics or entities within
text. These keywords can then be used as <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835059482" target="_blank">ticket tags</a>.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ysb_d5c_h3c__table_zsb_d5c_h3c" rules="all" style="margin-left: 0px; margin-right: auto;" summary="">
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<col>
<col>
</colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e283" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e285" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e283" style="text-align: left; vertical-align: top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e285" style="text-align: left; vertical-align: top;">
<code class="ph codeph">model</code>, <code class="ph codeph">text</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e283" style="text-align: left; vertical-align: top;">Output</td>
<td class="entry cellrowborder" headers="d52e285" style="text-align: left; vertical-align: top;">
<code class="ph codeph">keywords</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_zcg_15c_h3c">
<h3 class="title topictitle3" id="ariaid-title6">Using Gemini to summarize text</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Summarize text</em> action to generate a summary of large quantities of
text.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zcg_15c_h3c__table_adg_15c_h3c" rules="all" style="margin-left: 0px; margin-right: auto;" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e352" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e354" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e352" style="text-align: left; vertical-align: top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e354" style="text-align: left; vertical-align: top;">
<code class="ph codeph">model</code>, <code class="ph codeph">text</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e352" style="text-align: left; vertical-align: top;">Output</td>
<td class="entry cellrowborder" headers="d52e354" style="text-align: left; vertical-align: top;">
<code class="ph codeph">summary</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_ctn_n5c_h3c">
<h3 class="title topictitle3" id="ariaid-title7">Using Gemini to send a prompt</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Send prompt</em> action to define a custom prompt and response from the
Google Gemini API. </p>
<div class="p">For example, you might use a prompt such
as:<pre class="pre codeblock wysiwyg-code-block"><code>Analyze this ticket and categorize it into one of the following: Billing, Technical Issue, Feature Request, Bug Report, General Inquiry.
Ticket: <strong class="ph b">[description]</strong></code></pre>
</div>
<p class="p">Where <strong class="ph b">[description]</strong> is replaced with a variable in the action flow.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ctn_n5c_h3c__table_dtn_n5c_h3c" rules="all" style="margin-left: 0px; margin-right: auto;" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e435" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e437" style="text-align: left; vertical-align: top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e435" style="text-align: left; vertical-align: top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e437" style="text-align: left; vertical-align: top;">
<code class="ph codeph">model</code>, <code class="ph codeph">text</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e435" style="text-align: left; vertical-align: top;">Output</td>
<td class="entry cellrowborder" headers="d52e437" style="text-align: left; vertical-align: top;">
<code class="ph codeph">content</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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