Use the virtual service agent in email
In email, the virtual service agent uses AI answers to reply to customers. Read more about how the virtual service agent works, or read out more about AI answers.
How it works
Customers send requests to the email address connected to your service space, and a work item is created.
The virtual service agent responds using AI answers. The answer is also added as a comment to that work item for agents to see later.
Customers are given an opportunity to share feedback on whether they find AI answers helpful or not. Feedback is also added to the work item for agents and admins to see.
Use the virtual service agent in email
You need to be a space administrator to set up the virtual service agent.
Before you activate the virtual service agent in email, we recommend you test the virtual service agent to make sure it’s performing well.
Set up email for your space if you haven’t already.
Select Settings, go to System, and then enable Outgoing Mail.
From your service space, select Space settings, then Email requests.
Turn the toggle on next to Virtual service agent.
The virtual service agent will automatically start responding to customers using AI answers in your connected email account.
Turn off the virtual service agent in email
From your service space, select Space settings, then Email requests.
Turn the toggle off next to Virtual service agent.
The virtual service agent will stop working in your connected email account.
Even if AI answers is deactivated for a space, you’ll still need to turn the toggle off next to Virtual service agent on Email requests to prevent sending AI answers in response to email requests.
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