For all tickets in your instance, you can check if the user has been having bot communications;
These communications will be displayed in the sidebar app
They are grouped together, but can be separated in a Bot and Ticket View.
- All View combining Bot communications that got solved and bot communications that got transferred to agents
- Bot View are all the historic communications between the client and the BOT. No transfer to a Human Agent
- Ticket View will show the tickets that got escalated to a human agent.
Every communication will have an icon in front. This icon indicates if the tickets was
- (AI Agent) handled and closed by an AI agent
- (Ticket) transfered to a ticket to be handled by an agent
- (Other) originating via a legacy bot or a "non-native zendesk" bot
When clicking on any of the historic communication, it will open up. This way you can check what the interaction was about and what the bot (even via generative Ai) replied to the customer
No secrets anymore and no more "but the Bot told me ...."