TABLE OF CONTENTS

• Ticket Creation Automations and AI Agent assigned tickets
• Ticket Updates Automations, and AI Agent assigned tickets
• Use Cases for Automating Ticket Updates on AI Agent-Handled Tickets
• Hourly Triggers and AI Agent assigned tickets

For the channels you configure, you can assign an AI agent so it works on tickets first before handing over to human agents if required. You can toggle 'Start with AI Agent' on under each channel’s settings (WhatsApp, WebChat, Instagram, and Facebook) for this to work. 

For example, if you want to enable an AI Agent for Instagram,

1. Go to Admin > Instagram > click Configure under Actions for an Instagram business handle
2. Under Message settings > Toggle ON Start with AI Agent and choose an AI Agent from the drop-down

Now that an AI Agent is mapped to Instagram, the AI agent will be triggered to work on tickets from Instagram messages before a human agent can work on them.

Learn more about connecting other channels to Freshdesk

Ticket Creation Automations and AI Agent assigned tickets

Note: Ticket creation automations will wait for the AI Agent to be assigned to a ticket, but the AI Agent will not be executed (or respond to the ticket) until all conditions in the automations are met.

As an Admin, you may want to use automations to better manage and monitor AI Agent activity. For example:

1. Send an auto-reply only when a ticket is not handled by an AI Agent: Set up an automation that checks whether a ticket is assigned to an AI Agent. If the ticket is not assigned to an AI Agent, automatically send a reply on webchat, such as: “Hi, thanks for reaching out to us.”

Configuration:

1. Go to Admin > Automations > Under Ticket Creation > New Rule
2. Under Conditions > In Tickets > Status > Is > Assigned to AI Agent
3. Under Actions > Add a tag (for example, ‘AI Agent ticket’)

2. Allow only human agents to handle a set of tickets(for example, VIP customers)

To prevent the AI Agent from responding to the customer, you can set up a condition that includes a specific requester or customer segment. This condition should trigger an action, such as changing the ticket's status, which will exclude the AI Agent from the response workflow.

Ticket Updates Automations, and AI Agent assigned tickets

Excluding tickets handled by AI Agent: You may have set up update automations, such as reopening a ticket when a customer responds, for escalation, or to change a specific property. All of these automations, by default, will also apply to or work on tickets handled by AI agents. If you want to exclude the tickets handled by AI agents, you can add the following condition to the existing conditions in your automations:

Condition: In Tickets, if Status is not Assigned to AI Agent

This ensures that the automation only runs on tickets handled by human agents.

You can set AI Agent-specific events while configuring ticket update automations. Under the Event section > Actions performed by > Choose AI Agent. Here you have three options:

1. Ticket is handed over - Set conditions and actions when AI Agent hands over a ticket to a human agent
2. Ticket is resolved - Set ticket update automations based on resolution of a ticket by an AI Agent
3. Ticket has timed out - Set ticket update automations in the event a ticket handled by an AI Agent times out.

Trigger rules based on changes to who is handling the ticket. For example, if the ticket changes from:

1. AI Agent to Human/AI Agent
2. Human/AI Agent to Human/AI Agent

Use Cases for Automating Ticket Updates on AI Agent-Handled Tickets

1. Assign to a different team if the AI Agent has already replied

For quick acknowledgments of customer queries, you may want the AI Agent to respond first; however, a human agent should take over the ticket after the acknowledgement. In such cases, you can configure automations in such a way to check if the AI Agent has responded at least once, and then assign the ticket to a different group so the AI Agent does not respond after the first time.

2. Assign to the right group 

There may be instances where the AI Agent is not equipped to handle certain types of queries. For example, the conversation may have started on a particular topic, but midway through, the customer may have a query about a refund. In such scenarios, you can configure update automations so that during the handover, the ticket is assigned to the correct group.

3. Trigger a different CSAT when AI Agent resolves a ticket

You might already have CSAT surveys set up to be sent to customers when their tickets are resolved. To specifically measure the performance of your AI Agent, you can implement a separate CSAT survey for tickets handled by the agent. This allows you to specifically evaluate the quality of the AI Agent's interactions.

4. At the time when the ticket is with the AI Agent

If a customer's sentiment turns negative while interacting with an AI Agent, you can use Ticket update automations to automatically change the ticket status to 'Open'. This ensures immediate attention to the change in customer sentiment.

5. Set a threshold for message count 

Sometimes, the AI Agent and customer may have a lot of back and forth that can cause frustration for the customer. To avoid this, you can add a threshold to the message count. If the conversation exceeds the message limit, the ticket will be transferred to a human agent.

Hourly Triggers and AI Agent assigned tickets

Hourly triggers will coninue to run on tickets irrespective of whether they are handled by AI or human agents. If you want to exclude hourly triggers from getting executed on tickets handled ensure your conditions have:

Status is not Assigned to AI Agent