Zendesk Widget
Paste the following code into the Widget Configuration field if you're using a Zendesk data source with Agent Assist.
Make sure the "name": "ticket_summary", "title": "Case Summary", "container": "expand", "actions": "showCopy": true, "showPost": true, "showEmail": true}, "title": "Aisera Answer", "name": "next_best_action", "title": "Next Best Actions", "container": "expand", "actions": {"showCopy": true, "showPost": true, "showEmail": true}, "name": "predictions", "description": "","name": "aisera_assistant", and "name": "co_pilot" fields are set to "enabled": true. Make sure "name": "Aisera Copilot","description": "can write something here" is set to "enabled":false.
[
{
"name": "top",
"layout": "column",
"sections": [
{
"name": "escalation_probability",
"enabled": false,
"config": {
"collapsed": false,
"colors": {
"Very Likely": "#FF5D60",
"Likely": "#FF9900",
"Not Likely": "#44C8F5",
"UnLikely": "#44C8F5"
}
}
},
{
"name": "customer_sentiment",
"enabled": false,
"config": {
"collapsed": false,
"colors": {
"Neutral": "#44C8F5",
"Strongly Negative": "#FF5D60",
"Negative": "#FF9900",
"Positive": "#C4F3E9",
"Strongly Positive": "#3ADAB7"
}
}
},
{
"name": "churn_analysis",
"enabled": false
}
]
},
{
"name": "main",
"layout": "tabs",
"sections": [
{
"name": "Recommendations",
"description": "",
"enabled": true,
"sections": [
{
"name": "churn_analysis",
"enabled": false,
"config": {
"labels": [
"success",
"Warning",
"Error"
],
"colors": [
"green",
"yellow",
"red"
]
}
},
{
"name": "ticket_summary",
"enabled": true,
"config": {
"caseSummary": {
"title": "Case Summary",
"enabled": true,
"container": "expand",
"actions": {
"showCopy": true,
"showPost": true,
"showEmail": true
},
"feedback": {
"select": {
"label": "Select the reason you provided this rating.",
"options": [
{
"label": "Irrelevant Case Comments",
"value": "IrrelevantCaseComments"
},
{
"label": "Missing Important Case Details",
"value": "MissingImportantCaseDetails"
},
{
"label": "Missing Resolution / Summarization",
"value": "MissingResolutionOrSummarization"
},
{
"label": "No Response Provided",
"value": "NoResponseProvided"
},
{
"label": "Partially Correct",
"value": "PartiallyCorrect"
}
]
},
"text": {
"label": "Provide additional feedback for the selected reason.",
"placeholder": "Provide more information about the selected reason."
}
},
"autoRefresh": {
"default": 15000,
"maxTries": 2
}
},
"aiseraAnswer": {
"title": "Aisera Answer",
"enabled": true,
"container": "expand",
"actions": {
"showCopy": true,
"showPost": true,
"showEmail": true
},
"feedback": {
"select": {
"label": "Select the reason you provided this rating.",
"options": [
{
"label": "Irrelevant Answer",
"value": "IrrelevantAnswer"
},
{
"label": "Known Knowledge Article Not Found",
"value": "KnownKnowledgeArticleNotFound"
},
{
"label": "Misleading Answer",
"value": "MisleadingAnswer"
},
{
"label": "No Response Provided",
"value": "NoResponseProvided"
},
{
"label": "Partially Correct",
"value": "PartiallyCorrect"
},
{
"label": "Too General / Vague",
"value": "TooGeneralOrVague"
},
{
"label": "Wrong Product Area Focus",
"value": "WrongProductAreaFocus"
}
]
},
"text": {
"label": "Provide additional feedback for the selected reason.",
"placeholder": "Provide more information about the selected reason."
}
},
"autoRefresh": {
"default": 20000,
"maxTries": 3
}
}
}
},
{
"name": "next_best_action",
"enabled": true,
"config": {
"title": "Next Best Actions",
"container": "expand",
"actions": {
"showCopy": true,
"showPost": true,
"showEmail": true
},
"feedback": {
"select": {
"label": "Select the reason you provided this rating.",
"options": [
{
"label": "Incorrect Troubleshooting Steps",
"value": "IncorrectTroubleshootingSteps"
},
{
"label": "Misleading Answer",
"value": "MisleadingAnswer"
},
{
"label": "No Response Provided",
"value": "NoResponseProvided"
},
{
"label": "Partially Correct",
"value": "PartiallyCorrect"
},
{
"label": "Wrong Product Area Focus",
"value": "WrongProductAreaFocus"
}
]
},
"text": {
"label": "Provide additional feedback for the selected reason.",
"placeholder": "Provide more information about the selected reason."
}
},
"autoRefresh": {
"default": 20000,
"maxTries": 3
}
}
},
{
"name": "predictions",
"enabled": true,
"config": {
"title": "Field Predictions",
"colors": {
"success": "green",
"warning": "yellow",
"error": "error"
},
"showApplyAll": true,
"excludeFieldApply": [],
"excludeFields": [],
"message": {
"missingCustomSettings": "No custom settings fields available.",
"missingCustomMetadata": "No custom metadata type fields mapping available.",
"emptyPredictions": "No field predictions available."
},
"container": "expand"
}
},
{
"name": "Assistant",
"description": "",
"enabled": true,
"sections": [
{
"name": "aisera_assistant",
"enabled": true
}
]
},
{
"name": "Aisera Copilot",
"description": "can write something here",
"enabled": false,
"sections": [
{
"name": "co_pilot",
"enabled": true,
"config": {
"summary": "Case Summary",
"email_response": "Email Response",
"kb_article": "Knowledge Article",
"answer": "Aisera Answer"
}
}
]
}
]
},
{
"name": "bottom",
"sections": []
}
]
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