This help file explains how to set up an AI Agent to help with or handle tickets in eDesk.
Before you start
- You must have the AI Assist add-on. See here for information on pricing.
- To add an AI Agent, you’ll need an Admin or Team lead account.
- If you don't already use eDesk, our free trial includes a limited version of the AI Agent. Existing customers should contact support to trial the AI Agent.
01 Creating an Agent Profile
1. Go to Settings > AI > Agent
This page shows a list of the existing Agent profiles.
2. Select Add profile
3. Complete the fields in the following sections. As you save each section, the summary on the right-hand side will update to show the Profile settings you've chosen.
- Name
Enter a name. This name is not customer facing and will only show on your list of profiles. - Channels
Select one or more channels from the menu. A channel can only be associated with one profile. If a channel is not specified in a profile, the AI Agent will not be enabled on that channel. - Policies
Select one or more policies from the menu. - Training content
Select a Training content library from the menu.
4. Select Save.
02 Provide content
AI Agents learn from content that you've provided, which is in the form of:
- Training content
- Policies
- Instructions
Learn more in this help file.
- How to set up Instructions
- How to set up Policies
- How to set up Training Content
03 Choose how you want the AI Agent to reply
1. Go to Settings > AI > Agent and select the Settings tab.
Select one of the following options:
- Auto reply
The AI Agent will assess the query and calculate how well it can answer that query. If it is highly confident that it can answer accurately, the AI Agent will send a reply to the customer. If it isn't confident that it can answer the query with absolute accuracy, it will create a Draft for a human agent to review.
- Preview
The AI Agent will assess the query and calculate how well it can answer that query. If it is highly confident that it can answer accurately, the AI Agent will create a reply and display it in the ticket marked Preview. If it doesn't have high confidence, it will create a Draft. This option is a good way to test the AI Agent 's replies before making the move to Auto reply mode.
- Drafts
The AI Agent will create a reply, which is displayed as a draft in the ticket. A human agent can review and send the reply or add it to the reply box to edit - or select one of the prompts.
- Off
The AI Agent will not generate replies. Prompts will still be displayed which can be customised or a custom prompt can be used.
Below the options are exclusion rules that enable you to instruct the AI Agent to ignore certain tickets, so that a human agent can handle them instead. Select a setting to apply it:
- Send delay
Set a send delay to make your AI Agent replies appear more human. If no delay is set, messages will be sent instantly (Auto reply only). - Exclude customers who have multiple tickets open
If the customer has more than one open ticket. - Exclude customers where angry sentiment is detected
Where the sentiment analysis produces a Negative result.
Select Save changes.
Important things to note:
- As soon as you save these settings, they will begin to apply to all profiles but to make the answers better, you must provide more information - Training content, policies, instructions.
- If you do not want the AI Agent to work on a certain channel, simply remove it as a selected channel from the profile.
04 Editing or viewing Agent profiles
To edit (or view) the settings in an existing Profile:
1. Go to Settings > AI > Agent
2. Select the profile to open the Edit page.
2. Make your changes and select Save profile.
Further reading:
For more on content and the information you should provide for your AI Agent, see here.
To learn about the AI Agent and how it works, see here.