Available CRM actions for AI agents and Zendesk Chat (Legacy)

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</div><div class="note attention">Configuring chat channels for AI agents is no longer recommended. Instead, consider <a href="https://support.zendesk.com/hc/en-us/sections/8264312886554">configuring messaging channels</a> or <a href="https://support.zendesk.com/hc/en-us/sections/8264365933210">configuring email channels</a>.</div><header><div class="kb-header" data-preview-id="kb-header">
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<p>CRM actions enable communication between AI agents and your CRM platform. These actions are platform-specific, meaning different actions are available for each CRM platform.</p>
<p>This article contains the following topics:</p>
<ul>
<li data-list-item-id="e5aec8056f27ad4e7920e5eb5b1d84602"><a href="#h_01JFDQWTWNXJ8XBARTNRVMYWVD">Available CRM actions for Zendesk Chat</a></li>
<li data-list-item-id="ec6dfc73336624185569381a42b0c4865"><a href="#h_01JFDR61F7GG9QP6JP44JGKRN1">Creating a CRM action</a></li>
</ul>
<p>Related articles:</p>
<ul>
<li data-list-item-id="ebca44347c2e9f4c5d44d07eb73bcc23f"><a href="https://support.zendesk.com/hc/en-us/articles/8357756651290">About configured actions for AI agents</a></li>
<li data-list-item-id="e80b5027d8841ae3df78401eb7b115055"><a href="https://support.zendesk.com/hc/en-us/articles/8357756623770">Creating and adding configured actions for AI agents</a></li>
<li data-list-item-id="e410cddefeefc7bf76ff03f4c9601f58b"><a href="https://support.zendesk.com/hc/en-us/articles/8566644914202">Reviewing and managing configured actions for AI agents</a></li>
</ul>
<h2 id="h_01JFDQWTWNXJ8XBARTNRVMYWVD">Available CRM actions for Zendesk Chat</h2>
</div>
<div class="kb-header-inner"><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">AI agents support the following CRM actions in Zendesk Chat:</span></div>
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<ul>
<li data-list-item-id="e01735b30afbfb7af7c6635d27a7dc7ff"><a href="#h_01F4S0HEAF5BZNJWM90KPKGDG6" target="_self">Trigger reply</a></li>
<li data-list-item-id="e845d8578b1782dd3f48123791994fa28"><a href="#h_01F4W2AQF5RZVJJZWTFFBWW77Z" target="_self">Add tag</a></li>
<li data-list-item-id="edf94a5849f1b962f35f35cc87448b45c"><a href="#h_01F4W2C27KEVRGJSHMGQD275HT" target="_self">Get tag</a></li>
<li data-list-item-id="e20ee1fa5ab705abf0a6a71ddacca452c"><a href="#h_01F4W3DD0JQYJPVK1GEQ6094EH" target="_self">Leave channel</a></li>
<li data-list-item-id="e27f1c18a13a1eff42034c1e22ae81252"><a href="#h_01F4W3D0MF56GKE0388JPYMAEC" target="_self">Get visitor info</a></li>
<li data-list-item-id="eeaf3679c79c66f417cd1f4e9bf98e33c"><a href="#h_01F4W3D0MF56GKE0388JPYMAEC" rel="noopener noreferrer" target="_blank">Update visitor info</a></li>
</ul>
<div class="note tip">
<span class="tiptitle">Tip:</span> For advice on configuring your AI agent to shorten handle time and manage chat history, see <a href="https://support.zendesk.com/hc/en-us/articles/8357720370330">Best practices for creating CRM actions for AI agents in Zendesk Chat</a>.</div>
<h3 id="h_01F4S0HEAF5BZNJWM90KPKGDG6">Trigger reply</h3>
<p>This is most commonly used to trigger a specific reply/intent, e.g. welcome reply, when a selected event happens.  </p>
<h2 id="h_01JFDMW6WXCYN0894NG91FVE84"><img alt="mceclip0.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_mceclip0_FkW1H.png"></h2>
<h3 id="h_01F4W2AQF5RZVJJZWTFFBWW77Z">Add tag</h3>
<p><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">This action a</span>dds custom tags to a chat which helps you and your agents manage to get gain insights into your tickets in Zendesk Support. Understand more about <a href="https://support.zendesk.com/hc/en-us/articles/4408838151450-Reporting-with-tags" rel="undefined" target="_self">Reporting with tags in this Zendesk article</a>. </p>
<p><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">This action can be used with the events below at the AI agent level:</span></p>
<ul>
<li data-list-item-id="e66f7d039d4c147b749f602310d466709">Chat started</li>
<li data-list-item-id="e9685b75b2ef58efa9ae4aaa24edeba06">Chat escalation attempt</li>
<li data-list-item-id="ebee40b6dc6bfee37f018342b1430b1ad">Chat escalation failed</li>
<li data-list-item-id="e3c9befd8b319323ff31c78aff770592b">Chat inactive</li>
</ul>
<p>For example:<img alt="mceclip2.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_mceclip2_hsRqo.png"></p>
<p>It is also often used at intent and dialogue message levels to help your agent categorize tickets.</p>
<p>For example:</p>
<p><img alt="mceclip2.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_mceclip2_PrlmN.png"></p>
<h3 id="h_01F4W2C27KEVRGJSHMGQD275HT">Get tag</h3>
<p>The Get Tag action allows you to <span class="wysiwyg-underline">pull existing tags from Zendesk Chat</span> into the AI agents workspace. By doing so we can trigger reply variation to give a more personalized dialogue flow.</p>
<p>In addition, by setting <strong>Add Label</strong> to be "true", you can view the same tags you have in Zendesk in our Conversation Logs as well for easier conversation data management. </p>
<p>The Get Tag action can be configured at the following chat events at the AI agent level:</p>
<ul>
<li data-list-item-id="e0ffba30bb3c97b868280215ce8f52fe6">chat started</li>
<li data-list-item-id="ee2f3a576c4e1190b3f52a8bb3c3bfc66">chat escalation attempt</li>
<li data-list-item-id="e83ce8867982586a1a68191e5c4c65d98">chat escalation failed</li>
<li data-list-item-id="e4a8c513b180b4c7ba30572140dc528b3">chat inactive</li>
</ul>
<p>For example:</p>
<p><img alt="mceclip1.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_mceclip1_CixTY.png" width="850"></p>
<h3 id="h_01F4W3DD0JQYJPVK1GEQ6094EH">Leave channel</h3>
<p>If you have high volumes and longer queues, it can be better to show the user their queue position when escalating. In the example below, the AI agent leaves the chat immediately and the user will see the queue and be able to rate the chat until a human agent picks up the conversation. </p>
<p><img alt="mceclip0.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_mceclip0_Yi5lP.png" width="850"></p>
<h3 id="h_01F4W3D0MF56GKE0388JPYMAEC">Get visitor info</h3>
<p>This action allows you to retrieve visitor information on Zendesk. This information can then be saved to personalize your messages or create reply variations.</p>
<p>You can retrieve the information below:</p>
<ul>
<li data-list-item-id="e1f44ff1a055a1a272fc91bc666fbe831">email</li>
<li data-list-item-id="e219ebc91d8e13c3ce99c7e8d86481754">current country </li>
<li data-list-item-id="e5a55704cfce62e5e435ce58e604ef605">current_device_type</li>
<li data-list-item-id="ed0e9e41abb78a16580182221a4eca0c8">external_id</li>
<li data-list-item-id="e722ed021bbc235092276c95e4cedd5b5">display_name</li>
<li data-list-item-id="efef2601a2289ec2221a734149469fd92">phone</li>
<li data-list-item-id="e6c8a213d92464de8038bfb95fe4eab41">notes</li>
<li data-list-item-id="ef58e778429069dc1770e885f4738a156">current_tags</li>
<li data-list-item-id="e722bd5a739ad15b16527df1568ab6466">current_region</li>
<li data-list-item-id="e2a944f80699b53f024e0d3ef3080f5f8">current_city</li>
</ul>
<p>For example:</p>
<p><img alt="mceclip0.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_mceclip0_jZi7Y.png" width="850"></p>
<h3 id="h_01F4W3D68KJEPS7A1MZDPAXEMT">Update visitor info</h3>
<p>This action allows the AI agent to fetch the information visitors offer during a conversation and update it on the visitor's Zendesk ticket. </p>
<p>You can update the information below:</p>
<ul>
<li data-list-item-id="e1dbe2fcecbecb429ccb04aa3af49d60b">email</li>
<li data-list-item-id="ee302f4ff07f6a38bf93e856420cd8758">notes</li>
</ul>
<p>Updating email ensures the agent has the latest information to contact a visitor and notes act as a way for the AI agent to communicate to the agent.</p>
<p>Learn how to set it up in <a href="https://support.zendesk.com/hc/en-us/articles/8357757815450" rel="noopener noreferrer" target="_blank">Update Visitor Information - Zendesk Chat</a></p>
<p><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">The notes field follows the visitor and not the chat. When using this please add another Update visitor info action to update the notes field with "-". Otherwise, the information in notes could cause confusion the next time the visitor chats again.</span></p>
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<h2 class="media-card-viewport-anchor" id="h_01JFDR61F7GG9QP6JP44JGKRN1">Creating a CRM action</h2>
<div class="media-card-viewport-anchor">CRM actions can be created at the AI agent, intent, or block level. For details, see <a href="https://support.zendesk.com/hc/en-us/articles/8357756623770">Creating and adding configured actions for AI agents</a>.</div>
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