Kustomer integration FAQs – Siena AI

Question: Tickets from Kustomer stopped flowing in Siena. Why?
- Answer: If you notice tickets stopped flowing inside the Siena platform try the following:
  1. Head over to Channels → Kustomer
  2. Disable the integration
  3. Re-enable the integration
  4. Visit the Inbox to check if tickets started flowing in again
Question: Does Siena respond to our tickets using a random agent or one of our agents?
- Answer: No, Siena has a dedicated Agent (which is created on installation) that automates your conversations on your behalf. Note that you can change the name for which it replies within your Helpdesk. The default name is Siena AI Assistant.
Question: How do I know which conversations were automated by Siena?
- Answer: All tickets that were automated by Siena will have the tag handled-by-siena or assisted-by-siena (if the reply was sent as an internal note). We highly recommended creating custom views in Kustomer so you can monitor the tickets that were handled by Siena. You can also set custom tags on your automations.
Question: I got a “Permission Denied” error when trying to Install Siena
- Answer: The error above means that the app doesn’t have the necessary permissions. Ensure the user has the permission of the Administrator or Org Owner before the installation attempt.
Question: I got an Error 404 page after I entered my subdomain and tried to connect the integration
- Answer: The error means that your domain is incorrect. You should re-confirm your subdomain name and try again.

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