AI automations allow you to resolve tickets automatically with zero human interaction. There are 2 ways this can be done in eDesk:
 
  1. via a Chatbot on your webstore. 
  2. via HandsFree in your Mailbox.
This guide will walk you through how to manage your Automations. 

Before you start

  • AI automation is an add-on to your subscription. 
  • You will be billed for the number of resolutions that result from Automations at the end of each month. See our pricing here. 

01 Activating AI automations

AI automations can be activated in two ways:

1. Create a Chatbot

  • When you create a Chatbot, it will be in test mode by default.

  • You can test it using the simulator in the Widget settings or place it on a staging site.

  • A banner will be displayed in the chatbot settings, widget settings and on the chat simulator while in test mode.

  • Once you turn off test mode, any tickets verified as resolved by the AI and which have not received a new message from the customer in 24 hours, will become billable. 

  • The Admin of your account will receive an email letting them know Automations are now active.

Points to note when your Chatbot is in test mode:

  • No billable resolutions occur.

  • No Chatbot tickets are created.

  • No AI Automations will appear in Insights.

  • Triallists of eDesk can disable test mode and they won't be charged for any resolutions until they become a paying client.

    For an overview of the Chatbot, click here.

2. Enable HandsFree

  • HandsFree can be enabled in your account via the Template configuration section.

  • Once active, Automations will be added to your subscription from the moment a HandsFree message is sent and the customer does not respond within 72 hours.

  • The Admin of your account will receive an email letting them know Automations are now active. 

    For more on HandsFree, click here.

02 Managing payment for Automations

AI automations are billed at the end of each month, and you’ll only be charged for the number of successful resolutions achieved by the automation.

  • Once enabled, Automations will appear on your billing summary with a price of €0.00.
  • You can see the number of billable automations on the list page here as they build up over the 30 day billing period.

Note: AI Automation is always billed monthly, whether your subscription is on a monthly or annual plan.

Managing your automation limit

By default, eDesk sets a limit of 100 resolutions per month when Automations are enabled.
Once this limit is reached:

  • AI automations will be paused, and

  • You will not be charged beyond the set limit.

You can easily adjust this 100 resolutions limit:

  • Click on Manage Automations in Subscription page of your account.

  • A pop-up will appear where you can:

    • Set your own monthly resolution limit, and

    • Activate or deactivate AI resolutions.

  • Note: If you want to add 1000 or resolutions to your monthly budget, please reach out to us and we'll be happy to get it set up for you.

Important to know

  • You will only be billed for the actual number of resolutions achieved - not the limit you set.

  • For example:

    • If you set a limit of 900 resolutions but the AI only resolves 855 tickets, you’ll be charged for 855 - not 900.

  • The limiter is simply there to help you stay in control of your AI usage and budget.

03 What is a resolution?

A resolution is defined as any customer conversation that is addressed and resolved through automation without the need for human intervention. There are different conditions depending on whether the resolution is through the Chatbot or from HandsFree:

1. Chatbot resolution 

  1. A conversation starts and concludes with the chatbot. No agent transfer occurs (regardless of agent availability) and no ticket is created by the Chatbot for agent follow-up.

  2. AI has assessed the chat transcript to confirm the shopper's question was responded to with sufficient answers.

  3. No other ticket in eDesk, on any channel, has been created by the same shopper within 24 hours of the chat session occurring.

2. HandsFree resolution

  1. A new ticket is automatically responded to via HandsFree.

  2. No customer response is received on this ticket within 72 hours.

  3. No additional agent-initiated message has been sent on this ticket within 72 hours.

  4. No other ticket in eDesk has been created by the same shopper within 72 hours of the HandsFree response being sent.

Note:  In both the Chatbot and HandsFree it’s possible to have a ticket marked as “Resolved” in eDesk but not be billable since the same shopper created a separate new ticket in the 24/72 hour window.

04 Tracking Automations

You can track your Automations in two areas within eDesk:

1. Insights

  • Go to Insights > AI > AI automations to see a visual overview of all automated activity.

  • Automations: total automated conversations (a chatbot conversation or a ticket where a HandsFree message was sent)

  • Chatbot

    • Total: number of chatbot conversations that were marked as resolved

    • Resolved: number of conversations that were verified as resolved by the AI

  • HandsFree

    • Total: number of tickets where a HandsFree message was sent

  • Billable resolutions

    • Chatbots: number of conversations that were verified as resolved by the AI and marked as billable

    • HandsFree: number of tickets where a HandsFree message was sent and marked as billable

    • Amount: total cost for the billable Automations so far this month (X * 99c)

  • On the Chart, you can toggle between:

    • AI Automations – total automated messages sent

    • Chatbot Resolutions – tickets resolved by the Chatbot (after 24 hours)

    • HandsFree Resolutions – tickets resolved by HandsFree (after 72 hours)

    • Or toggle between the three to view combined results

  • The Resolutions list shows the latest 10 tickets by default. Click Show 10 more to expand the list.

  • Use the Report extract link to be brought to Report extracts to generate a full AI resolution report.

2. Report extracts 

  • Navigate to:
    Insights > Reports > Report extracts > Create report (or use the Report Extracts link in the AI Resolutions page).

  • Under Report Type, select AI resolution report.

The report includes the following columns:

  • Ticket ID

  • Channel

  • Type (Ava = Chatbot / HandsFree = automated via Mailbox)

  • Created on

  • Resolved on

  • Billable resolution

  • CSAT received

This gives you a clear breakdown of where and how AI resolutions are happening across your account.

Further reading:

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