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. For direct access, click the Assembled icon at the top right of the page to open Cal.

3. 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 a reply

The "Draft a reply" feature drafts an AI-generated reply to the user's ticket, that is ready for the agent to proofread and send.

• When you click the "Draft a reply" button, Cal will analyze the ticket information to understand the user's request. You'll see an indicator that Cal is processing.
  

  

• In the background, Cal will search your help center and other connected sources to find the best answer to the user's question.
• As it formulates the answer, Cal will apply your company's style guide to ensure the response aligns with your brand voice.
• Once finished, Cal will display the complete reply and automatically populate it into the Zendesk reply box.
  

  

• To verify Cal's accuracy, you can check the "Sources" block.
  
• 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.
• Once you're happy with the message, send it and move on to the next ticket!

Compose from notes

The "Compose from notes" feature drafts an AI-generated reply to the user's ticket using additional context inputted from the user, that is ready for the agent to proofread and send. 

• When you click the "Compose from notes" button, you will see a pop-up where you can input additional context

• After submitting the notes, Cal will analyze the ticket information with this added context to understand the user's request. You'll see an indicator that Cal is processing.
• Once finished, Cal will display the complete reply and automatically populate it into the Zendesk reply box.

Write Initial Greeting

The “Write initial 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!

Summarize Interactions

The "Summarize Interactions" 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

"Ask a question" mode

• You can use Cal in "Ask a question" mode anytime by typing in the 'Ask Cal' input box at the bottom of the Assembled app.
• You can use "Ask a question" mode for Q&A purposes or to instruct Cal. For example, asking Cal to 'talk like a pirate' results in the following:
  

[New] Wrap up ticket

This feature is not enabled by default. If you would like this enabled for your team, please reach out to assist@assembledhq.com !

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

• • To set up your templates, navigate to your Settings > Wrap Up Templates
    
    
  • Create a template and indicate your desired workflow in the Description.

Once configured, agent will be able to select the template directly in the Assembled Zendesk App.

• • On a ticket, when you click the "Wrap up ticket" button, you will have the option to select which template you would like to use
    
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  • Once finished, Cal will display the relevant sections from your template in bullet format
  • If desired, the user can select "Replace in editor" to move the text into the internal note in Zendesk 

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)