As part of our continuous efforts to enhance our offerings, we are reevaluating key components of our architecture in light of recent advancements in technology.
As a result, we will be sunsetting our Suggestion Engine feature effective 31 March 2025. This decision allows us to focus on integrating new, cutting-edge solutions that better align with our vision for the future.
Turning off the Suggestions Engine
Suggestions Engine can be found under the Settings section of your dashboard.
- Navigate to Settings > CRM Integrations
- Turn off the Automation Engine Toggle before turning off the Suggestions Engine
- Turn on the Automation Engine Toggle
- The suggestion engine has now been turned off
Depending on your CRM, you may have some additional configurations required to finish the process. See CRM specific instructions below:
Giosg
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- No action required - the suggestions engine will automatically be deleted once turned off in the CRM Integration Section
Zendesk
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- Login to Zendesk Chat
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Go to:
Settings > Account > Apps - Click the dropdown on the Ultimate.ai app and click
Uninstall - The suggestions engine has now been deleted
Salesforce
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- Go to your Lightning console with Live Agent
- Under the wheel cog icon select "Edit Page"
- Delete the 'reply suggestion' box from the layout
- Click Save
- Navigate to setup and search for installed packages
- Uninstall the Ultimate.ai suggestion bot for Liveagent
- The suggestions engine has now been deleted from your org
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How to Export Intent Data
In case the suggestions are useful for you to understand and analyze your customer service experience going forward, you can export it by navigating to the content section of our platform.
- Navigate to the content section of the dashboard
- Open intents
- Click on the three dots on the top right of the screen and click export
This will give you an export of all your intents which are used to create the suggestions of our product.