Using chat with employee service AI agents in the help center (EAP)

Users can initiate a chat with an employee service (ES) AI agent in your help center, using the Search box.


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Employee Service Suite

Growth, Professional, Enterprise, or Enterprise Plus








Summary: ◀▼


You can chat with an employee service AI agent in the help center to
get personalized answers based on your permissions and connected knowledge
sources. You can access, rename, or delete previous chat threads, upload
files for context, and use pre-defined prompt templates to start conversations
quickly. Feedback options help improve responses, and chat supports various
file types for enhanced interaction.





Users can initiate a chat with an employee service (ES) AI agent in your help center, using
the Search box.
The GPT-based chat uses knowledge sources connected to your default ES AI agent to deliver
personalized answers, based on the source permissions of the user asking the question. The
conversation can continue in the chat window.


Note: If the Zendesk app is installed in Slack, limited chat functionality is also available
there, however, most of the features described in this article are not available.

This article contains the following sections:

Chatting with an employee service AI agent
in the help center search
Accessing previous chats with an employee service
AI agent
Uploading files to the chat with an employee
service AI agent
Using prompt templates in the chat with an
employee service AI agent



Chatting with an employee service AI agent in the help center search

You can chat with an employee service (ES) AI agent in your help center by using the search
box.
To initiate a chat with an ES AI agent in help center search

In help center, enter your question in the Search
box, then press Return. Alternatively, click Ask AI at the top right of
the help center, then enter your question. To craft effective queries, see Best practices for asking an employee service AI agent questions
(EAP) .
The chat window opens, and the ES AI agent generates a response
based on the connected sources.

In the results list, hover over any result to see more information, then click to view
the source. Each citation includes the name of the app the source is in, the title of
the source, and the navigation path to the source. When you click a source, it opens in
a new window if you have permission to view it. If you don't have permission, you're
denied access.

If you want to see which tools were used for the search, click Actions above the
results.
Refine your question as needed, and consider using any of the following prompts:
Elaborate on
Make it shorter
Write me an email
Refine or improve writing
Translate to [language]


(Optional) Click the Thumbs up or Thumbs down to provide feedback on the response to
improve future responses. Clicking either button launches a feedback form for more
information. Click Skip if you do not want to provide additional feedback.

(Optional) Click Copy to take a copy of the response text.
Click the help center icon at the top left of the chat window to return to the help
center.




Accessing previous chats with an employee service AI agent

Starting a new conversation with the ES AI agent creates a new chat thread. Chat threads
let you access and retain previous conversations with the ES AI agent. They are available in
the chat log via the left-hand pane in the chat window, which is sorted by the time of the
last interaction. You can also search for chat threads.
Each chat thread displays the first 20 messages, but you can scroll to load more messages.
There is no limit to the number of threads that can be saved and displayed. You can rename
and delete chat threads as needed.
The features of Chat threads are described below.

To access previous chats
In the chat window, view previous chat threads in the left-hand pane, under the Today
and Previous 7 Days headings. Alternatively, you can search for a thread by name or
using keywords from the thread.




To rename a chat thread
In the left side of the chat window, beside the chat thread you want to rename, click
the options menu ( ), then select Rename.



To delete a chat thread
In the left side of the chat window, beside the chat thread you want to delete, click
the options menu ( ), then select Delete.





Uploading files to the chat with an employee service AI agent

If allowed, users can upload files to the chat to give additional context to the ES AI
agent before it generates an answer.
Chat supports the following file extensions:










.cs
.css
.csv
.doc/.docx


.html




.java
.js
.json
.md
.pdf




.php
.pkl
.pptx
.py
.rb




.sh
.tar
tex
.ts
.txt




.xls/.xlsx
.xml






Chat supports the following MIME types:













text/x-c
text/x-c++
text/x-csharp
text/css
text/csv
text/html
text/x-java




text/javascript
application/jso
text/markdown
application/pdf
text/x-php
text/x-python
text/x-script.python
text/x-ruby
text/plain




application/csv
application/msword
application/vnd.openxmlformats-officedocument.wordprocessingml.document
application/octet-stream
application/vnd.openxmlformats-officedocument.presentationml.presentation




application/x-sh, application/x-tar
text/x-tex, application/typescript
application/vnd.openxmlformats-officedocument.spreadsheetml.sheet
application/xml or text/xml
application/zip







To upload files in your chat

In the chat window, click the Attach files ( ) icon, then navigate to the file you want to
attach. Alternatively, you can drag and drop a file into the chat. You can attach a
maximum of 20 files per thread, and each file can be up to 50 MB and 20 MB for images.


Enter a message, then press Return. If one or more files fails to upload, the
Send button is not functional until the file is removed. After all files upload
successfully, you can send your message. After you send your message, you can preview or
download the uploaded files.
If you'd like, you can ask the ES AI agent to
generate downloadable images as links based on your files. These images are primarily
for technical diagrams, and aren’t intended to be high-quality, photo-realistic
images.





Using a pre-defined prompt in the chat with an employee service AI agent

If an ES AI agent creator has added prompt templates, you can use a pre-defined prompt to
start a chat quickly.
To use a pre-defined prompt template


In the chat window, click to insert the prompt template into the message box.
Edit the prompt, as needed, before sending it. If the prompt has placeholder text,
it's highlighted for you to replace. The remaining variables remain as plain text
until you navigate to them by using the Tab key.

Press Enter.




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