The 3 necessary Triggers

You will need at least 3 triggers to make botBrains work in your Zendesk:

1. [botBrains] Assign AI

   This trigger will be autocreated and by default target all new tickets created.

   

   You can scope the conditions down as you like.

2. [botBrains] Escalated by AI

   This will handle how escalations from the botBrains AI are handled in your system. If you want to escalate to different groups based on a Field (e.g. Topic, annotated by AI), duplicate this rule and add the additional field under ALL conditions and change the target group.

   

3. [botBrains] Escalated by Human

   This will handle how escalations by your customers forcing to speak to a human will be handled.

   

Choose when botBrains should answer: Assign botBrains

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]. For some reason, in Zendesk it is sometimes difficult to exclude them, so you can also use Settings > Triggers and configure Block rules in botBrains.
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.

• If you have Brands access: Do this via the brand specific signature text
• If you do not have Brands access: Do this via the user specific signature

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.

Tags used by botBrains

Alle Änderungen von botBrains per API werden vom User Agent botBrains Agent gemacht.