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

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</div><div class="note attention">Configuring chat channels for advanced 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">
<div class="kb-header-inner">This article contains some best practices to help you maximize the benefit of chat automation for a good customer and agent experience. </div>
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<div class="kb-header-inner">By implementing these best practices, your agents will understand how the AI agent can help them shorten their handle time and manage chat history. </div>
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<li data-list-item-id="e2fb0424e8917743f1568e38662260485"><a href="#h_01FQ424X32H5NVPAMYZPZGNVJN" target="_self">Get visitor info for personalized conversations</a></li>
<li data-list-item-id="e5d95f00ed1c3a09f2fc8cb02e16d24dd">
<a href="#h_01FHAGBXQ3B4JT5P389AH1BQGH" target="_self">Create a smart welcome reply</a> </li>
<li data-list-item-id="e8a6a930ae718f6dac482446f097fe9d6"><a href="#h_01FENQSKVT986VVEHNCRH22346" rel="undefined" target="_self">Add tag to all chats coming from the AI agent</a></li>
<li data-list-item-id="e93ea0b5eba85b00061aea8febde9b6e7">
<a href="#h_01FENQSR8768FMW8SHRA4K4M4R" rel="undefined" target="_self">Add tag to conversations with intent topics</a><ul><li data-list-item-id="e3dba218b0a545e14ab1e3bee605cc9c0"><a href="#h_01FHAEWNQFW00TZB63KVKCRNDH" rel="undefined" target="_self">Adding tags to Conversation Logs</a></li></ul>
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<li data-list-item-id="e0a4660ad71e554731a737b69561e5c0c"><a href="#h_01FHAGEBFCFWDJNE6T3GBK6JZP" target="_self">Show queue position to chat visitor</a></li>
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<span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">The examples you'll see in this article are perfect for you if ticket creation is set to automatic in Zendesk Chat. </span><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">Find out more under "Configuring ticket creation options" </span><a href="https://support.zendesk.com/hc/en-us/articles/4408824425626-Setting-up-Zendesk-Chat-in-Zendesk-Support#topic_rll_qgq_sgb" rel="noopener" style="background-color: #ffffff; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;" target="_blank">here</a><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">. </span><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"></span>
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<span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">Related articles: </span>
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<span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"><a href="https://support.zendesk.com/hc/en-us/articles/8357756651290" rel="noopener" target="_blank">Actions and Events Explained</a></span>
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<span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"><a href="https://support.zendesk.com/hc/en-us/articles/8357750804250" rel="noopener" target="_blank">Actions Overview - Zendesk Chat</a></span>
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<h2 id="h_01FQ424X32H5NVPAMYZPZGNVJN">Get visitor info for personalized conversations</h2>
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This allows you to create reply variation
based on location or device to personalized
your copy.
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Set this at the AI agent level by going to
<strong>Settings &gt; Actions</strong> then
click <strong>+ New Action</strong>.
Set the fields as below:
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<img alt="mceclip1.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_mceclip1_eWaGn.png" width="850">
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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
<a href="https://support.zendesk.com/hc/en-us/articles/8357733406234" rel="noopener" target="_blank">conditional blocks</a>
to avoid asking for the same information
over and over again.
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<h2 id="h_01FHAGBXQ3B4JT5P389AH1BQGH">Create a smart welcome reply</h2>
<p>
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
<a href="https://support.zendesk.com/hc/en-us/articles/8357733406234" rel="noopener" target="_blank">conditional blocks</a>
in your welcome reply to greet your customers
in different languages based on their location.
</p>
<p>
To use this instead of the
<a href="https://support.zendesk.com/hc/en-us/articles/4408834380442-What-default-Chat-triggers-come-with-Zendesk-#h_01ECR0502DPWXFFA49GQZB7JYW" rel="noopener" target="_blank">First Reply trigger in Zendesk Chat</a>,
set the action "Trigger reply" at the AI agent level
by going to <strong>Settings &gt; Actions</strong>
then click <strong>+ New Action</strong>. Set
the fields as below:
</p>
<p>
<img alt="Screen_Shot_2021-10-06_at_11.52.58.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_Screen_Shot_2021-10-06_at_11.52.58.png" width="850">
</p>
<h2 id="h_01FENQSKVT986VVEHNCRH22346">Add tag to all chats coming from the AI agent</h2>
<p>
Tagging all chats coming from the AI agent helps
you manage your tickets in Zendesk.
</p>
<p>
Set this up at the AI agent level by going to
<strong>Settings &gt; Actions</strong> then click <strong>+ New Action</strong>.
Set the fields as below:
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<strong><img alt="mceclip0.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_mceclip0_OMQH9.png" width="850"></strong>
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<h2 id="h_01FENQSR8768FMW8SHRA4K4M4R">Add tag to conversations with intent topics</h2>
<p>
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 <strong>Add / Edit Actions</strong>, in
the drawer on the right.
</p>
<p>
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.
</p>
<p>
<img alt="Screen_Shot_2021-10-06_at_11.21.50.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_Screen_Shot_2021-10-06_at_11.21.50.png" width="850">
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<h3 id="h_01FHAEWNQFW00TZB63KVKCRNDH">Adding tags to Conversation Logs</h3>
<p>
Simply add another action but select
<em>Conversation Document (Session)</em> as the target.
</p>
<p>
<img alt="mceclip0.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_mceclip0_zCpcK.png" width="850">
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<p>You should see two actions like this now:</p>
<p>
<img alt="Screen_Shot_2021-10-06_at_11.26.10.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_Screen_Shot_2021-10-06_at_11.26.10.png">
</p>
<h2 id="h_01FHAGEBFCFWDJNE6T3GBK6JZP">Show queue position to chat visitor</h2>
<p>
Set this up at the AI agent level by going to
<strong>Settings &gt; Actions</strong> then click <strong>+ New Action</strong>.
Set the fields as below:
</p>
<p>
<img alt="Screen_Shot_2021-10-06_at_11.35.35.png" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_Screen_Shot_2021-10-06_at_11.35.35.png" width="850">
</p>
<p>
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:
</p>
<p>
<img alt="Screen_Shot_2021-10-06_at_11.41.47.png" height="336" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_Screen_Shot_2021-10-06_at_11.41.47.png" width="212">
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