[Help] Simple email collection - Advanced AI Agent
Solution (thanks to O-M_E-M) - scroll to bottom
Hi there,
We're moving to the Advanced AI Agent (as Zendesk are pushing people to do) and I'm trying to setup a simple flow for our chatbot.
If customer requests to speak to person, ask for their email address. That's it.
I've tried doing this via use cases (procedure and dialogue). With Procedure nothing seems to happen, there's no trigger (see Email Collection use case).
I've also tried using instructions to ask the bot to ask for an email address which it does ask but nowhere in the ticket is updated once a transfer and request for email occurs.
If anyone has advice it would be much appreciated! I also tried watching this video by Dominic the CX guy but got lost. https://www.youtube.com/watch?v=J0-zt-m3ITQ
TL;DR: not sure how to make advanced AI chatbot ask for email and update ticket before transfer to human occurs.
SOLUTION
Creating Template
- In AI agents section, go to Settings > CRM integration.
- Go to Templates > Create template.
- Select "Forms".
- Add template details.
- E.g. for my example, I had to create a contact email form to collect a name and email.
Template name - Contact Form
Input Field 1
Message type = Email (since we're collecting an email address)
Name = email (name that you see, not the customer)
Label = Please enter email (label which customer sees in chat for form)
- Press "Add Field" to include additional section for name.
E.g.
Message type = Text, Name = name, Label = Please enter name
Press "Create"
Copy the shorthand of the newly created template by clicking the shorthand.
Editing use case "Escalation reply" (for my example)
- Go to Content > Use cases.
- Select "Escalation Reply" use case (which is a default use case by Zendesk).
- Select use case (e.g. English (ENG)) and press "Edit".
- Paste the shorthand in any text box which you wish to display the form (e.g. in my case I put it in the escalation reply form when the transfer to agent occurs). See below.
- Publish the changes and test.
IMPORTANT NOTE: the form doesn't work in the "Test AI Agent" section, it will just display the shorthand text. You need to actually go to your chatbot wherever you have it (knowledgebase or website) and test the scenario there.
