When should botBrains answer?

You can configure which tickets botBrains should process with the trigger

• ‘Assign botBrains [DO NOT EDIT]’

While the name suggests differently, it is actually intend that you steer in which cases botBrains should run. Customers commonly edit the trigger to:

1. Exclude some Requestors that are automated systems by default. Examples include [email protected] and [email protected]
2. Limit the channels. If you support emails and voice calls, that you will likely not want to respond the many empty ticket transcripts. So filter by Ticket > Channel any of ‘email’ and ‘webform’.
3. Limit brands with any filters, Ticket > Brand is XY.

How to add the legal disclaimer?

In Germany, automated systems must be declared. We suggest that you edit your standard trigger “Inform Requestor of Comment Changes” to include that disclaimer if the current group is botBrains AI.

• email text

How does botBrains escalate?

botBrains assigns a escalated_by_botbrains tag when it believes a conversation should be handled by a human.

We usually suggest customers to create a Escalated by botBrains trigger that listens for

ALL conditions:

• Ticket > Group | is | botBrains AI
• Ticket > Tags | contains any of | escalated_by_botbrains

ANY conditions:

(none)

THEN:

• assigned appropriate group based on topic/…

Currently, we suggest customers to write this routing in their zendesk trigger and just configure the relevant routing information (topic annotation) in botBrains.

Understanding the Processing of Tickets

1. Show the ticket to botBrains

   You can usually trigger the execution of botBrains on a tickets simply by assigning the ticket to the botBrains AI group. Addings comments (public/private) will also trigger a rerun.

2. Decide Response

   botBrains will only respond to tickets where the last comment is authored by the requestor. This is also true for metadata prediction.

3. Generate Response

   botBrains will first predict the ticket form and then the relevant custom fields for that ticket form. We will then generate a comment. The configuration and a different system decide if that answer will a public or a private comment (note). A ticket that is processed by botBrains will receive the processed_by_botbrains tag. If botBrains decided that it should be a private comment, the ticket will always be escalated.