How to get started

1. Open Zendesk and click the Apps icon (located at the far right of the screen) to manage your Zendesk Apps. You'll find the Assembled app in the Zendesk app sidebar.
2. To save time in the future, pin the Assembled app for easy access.

Tip: If you don't see Cal immediately in the Zendesk App sidebar, try scrolling up or down. Your Zendesk administrator controls the installed apps and their order, so you might need to scroll to find it.

Actions

Draft reply

Draft with note

Wrap up ticket

Write greeting

Summary

Search knowledge

Draft reply

The "Draft reply" feature automatically pre-drafts an AI-generated reply to the user's ticket as soon as you open it, ready for the agent to review and send.

Cal automatically generates draft replies as soon as you open a ticket. When you open a ticket, Cal immediately:

• Analyzes the ticket information to understand the user's request
• Searches your help center and other connected sources to find the best answer
• Applies your company's style guide to ensure the response aligns with your brand voice
• Displays the complete pre-drafted reply in the side panel

From the pre-drafted reply, you can choose to "Move to editor" or "Rephrase reply". To adjust the style of this response, click the "Rephrase reply" button for more options. You can add any additional details here (like a promo code or a personal message). Cal will incorporate them when rephrasing the current response.

To verify Cal's accuracy, you can check the "Sources" block.

Once you're happy with the message, send it and move on to the next ticket!

Draft with note

The "Draft with note" feature drafts an AI-generated reply to the user's ticket using additional context or existing Zendesk macros, that is ready for the agent to proofread and send.

You can input additional context in the notes field, or search and select from your existing Zendesk macros to incorporate into the response.

Cal will analyze the ticket information along with your added context or selected macro to understand the user's request and generate a tailored response.

Once finished, Cal will display the complete reply. From here you can choose to "Move to editor" or "Rephrase reply".

Wrap up ticket

The "Wrap up ticket" feature drafts an AI-generated summary of the ticket to be used to create an internal note.

To learn how to create and configure your wrap-up templates, see How to create wrap-up templates.

Once you have templates configured, you can select them from the bottom of the Copilot app:

Once finished, Cal will display the relevant sections from your template in bullet format. If desired, you can select "Replace in editor" to move the text into the internal note in Zendesk.

Write greeting

The “Write greeting” feature generates a personalized opening greeting that can be used to begin a customer support response.

The greeting feature will:

• Provide a 1-2 sentence opening that is personalized to the conversation
• Use a more formal response for the first support agent response in a thread
• Use a shorter, more casual response on follow-up replies in a thread

You can customize your personal greeting directly in the your Settings page directly!

Summary

The "Summary" feature provides a short summary of the core issues and context of lengthy conversation threads. It’s especially useful for escalated tickets with long existing threads or extensive chat interactions with many back and forths. By condensing complex discussions into concise summaries, it saves time and improves response accuracy.

The summarization feature will:

• Provide a 2-4 sentence summary
• Include important details like order numbers, product names, etc.
• Focus on the latest state of the conversation for long back and forths

Search knowledge

You can use Cal to "Search or ask a question" anytime by typing in the 'Search knowledge' input box at the bottom of the Assembled app. 

Feedback on performance

If Cal's response hit the mark, agents can indicate this with a thumbs up in the bottom right corner!

Admins will be able to review this feedback in Reports, helping to surface any enhancements required for your knowledge base

Video demo

(In case you would rather watch a real demo)