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Setting up suggestion engine for Zendesk Chat

  • Updated
Suggest responses to your agents in real-time by installing our Ultimate Zendesk App that enables our AI suggestion engine.

The following steps must be completed by a Zendesk admin.

The steps are:

  • Step 1: Install the Ultimate Zendesk app
  • Step 2: Update app settings
  • Step 3. Configure suggestions bot(s)
  • Step 4: Turn the engine on in Dashboard
  • Step 5: Optimize your suggestions widget 

Step 1: Install the Ultimate Zendesk app

Step 2: Update app settings

  • Log in to Zendesk Chat

  • Go to Settings > Account > Apps

  • Click the drop-down on the Ultimate app and select Change settings

Step 3. Configure suggestions bot(s)

If you only have one bot

  1. Enter "Ultimate" as the title.
  2. Enter your Ultimate BotId and Suggestion Token to the "defaultBot" field in this format: BOTID::SUGGESTIONTOKEN

If you have multiple bots

When using multiple bots which will route suggestions to different departments (e.g. different languages), follow these steps:

  1. Enter "Ultimate" as the title.
  2. Leave the "defaultBot" field blank
  3. Enter your Ultimate BotId and Suggestion Token to the "defaultBot" field in this format: BOTID::SUGGESTIONTOKEN
  4. Enter relevant name in "departmentNames" exactly as it appears in Zendesk
    • One bot can be routed to multiple departments, just enter the department names separated by commas (",")

Step 4: Turn the engine on in Ultimate's Dashboard 

  1. Login to Ultimate's Dashboard 
  2. Go to Settings > CRM Integration
  3. Turn on Suggestion Engine

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Step 5: Optimize your suggestions widget 

We have developed a tiny Chrome Plugin which will push the Suggestions Widget to the top of the sidebar. The plugin won't affect anything else in any other website, except for optimizing the agent's chat view.

Below is a short guide on how to install the plugin:

  • Download your preferred option:
    • Option 1: move the app to the top of the sidebar
    • Option 2: move the app right under the User data + Tags
  • Extract the zip (e.g. to Desktop)
  • In your Chrome browser go to Extensions (Menu > More tools > Extensions) or (chrome://extensions/)

    • Turn ON the Developer Mode switch found on the top right corner

    • Refresh the page using ctrl+r or command+r

  • Click "Load unpacked" in the top left corner and select zendesk-chrome-extension folder (see Step 2)

That's It!

You will now see the suggestions panel on the top right side of your active chats. The suggestions will update with each incoming visitor message; previous suggestions are still reachable by scrolling down. Next to each suggestion we mark the confidence level.

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