Best practices for creating CRM actions for advanced AI agents in Zendesk Chat (Legacy)

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Add-on | AI agents - Advanced

Configuring chat channels for advanced AI agents is no longer recommended. Instead, consider configuring messaging channels or configuring email channels.

This article contains some best practices to help you maximize the benefit of chat automation for a good customer and agent experience.

By implementing these best practices, your agents will understand how the AI agent can help them shorten their handle time and manage chat history.

Get visitor info for personalized conversations

Create a smart welcome reply

Add tag to all chats coming from the AI agent

Add tag to conversations with intent topics

Adding tags to Conversation Logs

Show queue position to chat visitor

The examples you'll see in this article are perfect for you if ticket creation is set to automatic in Zendesk Chat. Find out more under "Configuring ticket creation options" here.

Related articles:

Actions and Events Explained

Actions Overview - Zendesk Chat

Get visitor info for personalized conversations

This allows you to create reply variation based on location or device to personalized your copy.

Set this at the AI agent level by going to Settings > Actions then click + New Action. Set the fields as below:

If your pre-chat form is enabled and email is mandatory, the emails entered there is saved to Zendesk Chat when chat visitor requests to chat. Utilize this by using conditional blocks to avoid asking for the same information over and over again.

Create a smart welcome reply

By setting up a welcome reply in the AI agents - Advanced Dashboard, you will be able to give options to chat visitors at the very beginning of the conversation and create a more personalized flow for them. for example, use conditional blocks in your welcome reply to greet your customers  in different languages based on their location.

To use this instead of the First Reply trigger in Zendesk Chat, set the action "Trigger reply" at the AI agent level by going to Settings > Actions then click + New Action. Set the fields as below:

Add tag to all chats coming from the AI agent

Tagging all chats coming from the AI agent helps you manage your tickets in Zendesk.

Set this up at the AI agent level by going to Settings > Actions then click + New Action. Set the fields as below:

Add tag to conversations with intent topics

Set this up at content level by locating the escalation block(s) in the intent that you wish to add the topic tag to. Select the escalation block(s) and click Add / Edit Actions, in the drawer on the right.

In the example below, "order_status" is used as the topic of the intent, but you can enter anything you want in the value that would help your agents manage tickets easier.

Adding tags to Conversation Logs

Simply add another action but select Conversation Document (Session) as the target.

You should see two actions like this now:

Show queue position to chat visitor

Set this up at the AI agent level by going to Settings > Actions then click + New Action. Set the fields as below:

This way, the chat between the user and the AI agent ends as the AI agent leaves the chat. User sees their queue position like this: