Once you have set up Triage for Zendesk, you can set up Agent Assist, which, as the name suggests, will assist your agents with the procedures and replies to best deal with a certain category of tickets.
For that to happen, you need to make sure you have the right database of content in place, namely Scripts and Macros.
A Script is a description of steps or internal procedures that should be followed when dealing with a particular customer request. For example, a Script can detail the actions which an agent should perform before processing a refund to a customer.
A Macro is a template with a reply that can always be sent to the same type of request. Your database of Zendesk macros will be synchronized with Cleverly.
Script and Macro suggestions are shown to agents directly within the Cleverly Widget for each type of request, according to the category they are assigned to. Therefore, after creating a new Script and/or Macro, you need to assign it to the matching category’s card so that it becomes available to agents within the Cleverly Widget.
Configuring scripts and macros
Scripts and Macros can be created and configured from the Knowledge section in the Cleverly Dashboard.
Once set up, Scripts will only show up on the Cleverly Widget if they are assigned to a card. This happens because, contrary to Macros, there is no search bar for scripts inside the Cleverly Widget.
Configuring existing Scripts and Macros to appear as suggestions
There, you will find a card for each of the categories previously defined to describe your customer requests.
Scripts and Macros will now show in the Cleverly Widget for requests of this category. This is true for requests which are automatically assigned this category, as well as the ones where an agent changes the category within the Cleverly Widget.
Keep in mind that this assignment process is the only way for agents to see the scripted processes. Therefore, don’t forget to assign Scripts to all other categories where you want agents to know what the process to handle the request is.