How to Create and Use Custom AI Actions

AI custom actions are tasks executed by AI, which can be managed through user-configured prompts to develop personalized actions directly on the ticket details page. These actions allow the creation of AI prompts to carry out tasks such as reviewing agent responses, summarizing tickets, or identifying customer sentiment.

Steps to Create a Custom Prompt

1. Navigate to Admin Settings

   • Go to Admin -> Artificial Intelligence -> Custom AI Action

2. Create a New Prompt

   • Click the Create button.
   • Enter your prompt details.
   • Use ticket placeholders to insert dynamic content.
   • Save your prompt.

3. Use the Custom AI Action
   • Go to the ticket details page.
   • Select the created AI Action.
   • The prompt will execute and provide the response based on your configuration.