Integration output references for AI agents

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<p>The following areas should be considered when designing an integration to drive an intent workflow. Here you will find output references for:</p>
<ul>
<li data-list-item-id="ecd24e60d095d3fa3f06cc61d7a127fa9"><a href="#h_01HCJ2VZNFHQWD2D8J9M0V34NZ">Chat</a></li>
<li data-list-item-id="e1f83be0479f6a0c7aa9071f1b7427b2c"><a href="#h_01HCJ2VZNF4W4CKK86B8CB8MS2">Ticket &amp; Email</a></li>
<li data-list-item-id="ebc22a1deb8f8ac8b4cd2194fb1a075a0"><a href="#h_01HCJ2VZNFN3K6BMMT6ZN8X6X8">Cards &amp; Carousels</a></li>
</ul>
<p> </p>
<h2 id="h_01HCJ2VZNFHQWD2D8J9M0V34NZ"><span style="color: #000000;">CHAT TEXT </span></h2>
<p>All CRMs can send one or more messages in a row which you can populate with dynamic data. You can output information directly using shorthand <span style="color: #0000ff;">{{paramName}}</span> to render the value in an AI agent message, or use the parameter name to customize AI agent messages based on the individual possible param values using <a href="https://support.zendesk.com/hc/en-us/articles/8357733406234-Conditional-Blocks-Explained"><span class="wysiwyg-underline">Conditional Blocks</span></a><span class="wysiwyg-underline">.</span></p>
<p> </p>
<p><img height="362" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_fzZ2CMU99zQdfdzs9B7OlKL556sYY_OZoyoA13gBkbRa3okRefvh4X7SftALth5wxNXwSSYhT_FkOE9ZSs9uI4b_OB2Bly4stNP67hQl0sp8mdY9jlCeofbnNpJQ-fusTRKWwFQTYiaognd0cMV5q94.png" width="411"><img height="363" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_71Dmouk9aYmBPfuL0g-otoJaaz04ZyyQDsd5CI3FPg3T7SgcDRRpw7aNdaPzkmHW6m_xxXWngyxYy2_DBVwtbS78F2XiDn71W_xEWzR9uViFSKPum93ICis6zM558_6Kx9GoFJhjlsSweMrwIVSW488.png" width="252"></p>
<p id="h_01HCJ2VZNFKC1S2ZB11S1S4BZ0"> </p>
<h2 id="h_01HCJ2VZNF4W4CKK86B8CB8MS2"><span style="color: #666666;">TICKET &amp; EMAIL TEXT</span></h2>
<p>Ticket and email AI agents can send one singular message in reply to a recognized intent. Therefore it’s usually better to send too much (relevant) information rather than too little.</p>
<p>Structuring messages for multiple results can be tricky if you’re only able to send one message though - try to use Conditional Blocks to segment out different response bodies as much as possible.</p>
<p> </p>
<p><img height="374" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_5rF5P5fTgswXPNawARladHntUjf22FU6Fnexglzr6TA8KGFMpC2n8mGNSHd2BRwqlINB1HIitxNnOP6fGRvcw3N7W5rPTig77S3yMxgos_modOJTIxBVKzMNEYZhqeOHpJyR2cK9vaj_iFOtWF9BmB8.png" width="295"><img height="377" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_meC_oCsiojQXilwEpobSFx_VQvJBTI86pq1OYyxegSEEnToe4NjMg8F6qnko8hyw7fC0h5JocFNZaFVBAZV8V4xh1_vr7_k67Vgd5xKCgxVkVYyg63RLagYoNXucfvw11UmnyYMMjzV9BDlcx4xIzDs.png" width="386"></p>
<p id="h_01HCJ2VZNFA4M9D8AXQEW38B0D"> </p>
<h2 id="h_01HCJ2VZNFN3K6BMMT6ZN8X6X8"><span style="color: #666666;">CARDS &amp; CAROUSELS</span></h2>
<p>Dynamic Cards &amp; Carousels can be populated with incoming API data. They’re a great option if you want to display multiple options at once, e.g. if a customer has multiple shipments in a single order. Once the end-user clicks on a card of their choice, information that only pertains to that specific item will be released to the dialogue.</p>
<p> </p>
<p><img height="359" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_ml5zBEYOxVSaCS9qpgu-x6A8Yrr08V7-yw2R8w7_jz4UApssv04saQXwPBWFAtT3kfppdCJs_sZL3VhzqxSKrbHIlK-0cjxXy8STroSnmRTDHK_FFbMaUaOwIFHKCMOwROsVHCoE1NMlFnaUz_EczMM.png" width="302"><img height="365" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bots_c-1jz3B-Mz-9UMSdKlwKnqSdHkrNqyv6JLuKZxIhQCTH1iRoEdt73D8YhNR_13TtfEQYEK9Sr-w_MG5Tb-Qhm1740WLv4VOBvqanaTrTVMxdEVoNIw30dBX_YrBcqVJkJpiicoHzQFuePW_ZozlpZR8.png" width="371"></p>
<p>Specifically for Cards &amp; Carousels, consider carefully how you want to populate the following fields. All of them can be dynamic API content, static text / URLs or a combination of both.<br><br>Card data: <span style="color: #0000ff;">Image URL</span>, <span style="color: #0000ff;">Card Title</span>, and <span style="color: #0000ff;">Description</span>. </p>
<p>Card button: <span style="color: #0000ff;">Button Text</span>.</p>
<p>Dialogue: Any additional parameters you want to release to the rest of the dialogue to customize the resulting flow, e.g. <span style="color: #0000ff;">tracking link</span>, <span style="color: #0000ff;">shipping country</span>, <span style="color: #0000ff;">days since last update</span> etc.<br><br> </p>
<p>Please keep in mind that your CRM restricts what can and should be displayed - keep an eye on the limitations <a href="https://support.zendesk.com/hc/en-us/articles/8357749513370-Carousels"><span class="wysiwyg-underline">here</span></a>.<br><br> </p>
<p>Generally, none of the fields should come back with API data of <span style="color: #980000;">null</span>, <span style="color: #980000;">undefined</span> or <span style="color: #980000;">empty</span>. Consider adding a fallback value if you think that might be the case for certain edge cases.</p>
<p> </p>
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