The Settings in Agent Co-writer Configuration are used to adjust how AI composes the full reply to a ticket.
In the Guidelines, you can customize and add details that help the AI craft replies that are consistent with your brand’s tone and support style.
You can adjust the pre-set Instructions and add prompts that your team can select to guide the AI.
In the Resources, you select which resources team members can reference when composing the reply. This connects to the articles in your default Zendesk Help Center.
In this Article
Displaying the Agent Co-writer Configuration
Guidelines
Instructions
Resources
Connecting your Help Center
Syncing Updates in the Help Center to Agent Co-writer
Displaying the Agent Co-writer Configuration
Display the Agent Co-writer Configuration (refer to Agent Co-writer Configuration).
Then display the Settings.
The Guideline tab displays initially.
Guidelines
The Guidelines are the details that help the AI craft the replies. These are used as general guidelines for all replies. You can change these so the replies are consistent with your brand’s tone and support style. Click Save Guidelines to save any changes.
You can restore the Swifteq defaults by clicking the Reset to Default link.
Instructions
When using Reply, agents can select one of the Instructions to use for the draft reply.
The Instructions are held in the Agent Co-writer Settings in the Instructions tab.
You can edit any of the pre-set Instructions by clicking on it in the list.
This also allows you to set one of the Instructions that will be used as Default so this is selected automatically in the Reply.
You can delete any Instructions from the list.
You can add your own instructions by clicking Add Instruction .
Also, set one of the Instructions that will be used as Default so this is selected automatically in the Reply.
When changes have been made to the Instructions, these are applied in the tickets when the Zendesk Support is reloaded or when another ticket is opened.
Resources
In the Reply, you can search for an article in your Help Center and add an article as a Resource for the reply. AI will use this when adjusting your Draft and include relevant information from the selected article in the draft. You can also set up the Instructions in the configuration so a link to the selected resource will be included in the draft. Refer to Using your Help Center as a Resource in Composing a Reply with Agent Co-writer.
Connecting your Help Center
When you first connect the Agent Co-writer Resources to your Help Center, you will be prompted to select the Help Center to used and Authorize the connection.
This is the Help Center of the default brand in Zendesk. This is usually the Help Center you connected the first time that you authorized the Agent Co-writer app.
If there was no authorization made for the Agent Co-writer app, the Source would appear as blank until it is authorized. If you have already made the authorization (for example, to set up the Team Languages) but have not yet loaded the Resources, you will be prompted to re-authorize so the Agent Co-writer app also has access to the Help Center.
- On the Resources tab, click Connect.
- You are prompted to enter the Zendesk company URL for your Zendesk Help Center. This will always end in ".zendesk.com".
- Click Authorize in Zendesk Support.
The Resources tab redisplays and shows the Help Center as Connected. - This then syncs automatically and loads the articles. The Resource count displays the number of articles that have been synced.
Syncing Updates in the Help Center to Agent Co-writer
If articles have been updated in the Help Center, you need to sync the changes from the Agent Co-writer settings Resources tab.
When a sync is needed, the Resource Count shows as follows. Click the icon to perform the sync.
A message displays when the refresh has completed.
In the near future, this will be set up with a schedule to do the sync automatically.
If you need to reauthorize or disconnect the Resource, you can select Helpdesk Authorization from the Profile button in the top right menu. This could be used, for example, if you have connected the wrong Help Center and want to reconnect. Refer to Reauthorizing or Disconnecting a Swifteq Automation App.