🤖 Creating your first automation

Welcome to the exciting world of automation! Here at Siena, we're all about creating exceptional customer experiences and unlocking human potential. Let's dive into how you can craft top-notch automations to enhance your customer interactions.

The Basics of Building an Automation

The first step in building your automation is give it a unique name. You can follow the guidelines and best practices from this article: Naming your automations.

Adding Actions to Your Automation

Now that you've named your automation, it's time to add actions:

• Response & Instructions: This is where you input all the relevant core data and instruct Siena on how to respond to various situations. The goal is for Siena to be able to resolve tickets from A-Z, so it's crucial to add as much data as possible.
  
  
• AI Flow: AI Flow will make use of your integrations such as Shopify or subscription platforms like Recharge, Stay AI, etc. Once you've successfully integrated these platforms, they will automatically appear in the dropdown when you add the AI flow action and then you can now select the relevant action or workflow such as "Cancel Order" or "Get Order Info".
  
  
• Send image: This action allows Siena to include images in her responses, which can be particularly useful when providing detailed instructions to customers via images or screenshots.
  
  
• Document: Aside from attaching image files, you can also include document files in Siena's responses. This is particularly useful when you're sending PDF instruction manuals or a full copy of your return policy.
  
  
• Conversation status: By default, Siena automatically closes the ticket after she responds, unless she needs to route the ticket to the team. If you want to keep track of Siena’s tickets and prefer to always keep them open, you can add this action to your automation.
  
  
• Tag ticket: This action will automatically apply a tag to the ticket when the automation is triggered. This is useful if you want to keep track of certain tickets or automations on your help desk platform.
  
  
• Skip response: You can add this action to your automation if you want Siena to stop responding.
  
  
• Send notification: If you have integrated Slack with Siena, you will be able to use this action. Once activated, notifications will be pushed to your selected channels every time the automation is triggered.

Customizing Responses per Channel

You can tailor your responses based on where the customer is reaching out from. For example, if a customer is reaching out to get the status of their order via a social media comment, you might not want to give out sensitive data on a public platform. Instead, you can advise them to send you a direct message or an email.

To do this, head over to the automation builder page. In the default channel, add the “Get Order Info” AI flow. Create a separate response for the "Comments" channel and add an instruction to advise customers to send you an email.

In another example, if you don’t want Siena to reply to certain channels for a specific automation. This is easy! All you have to do is add a channel response and then just leave it empty without any actions to it.

Once you're all set with your new automation, it's time to give it a spin! Don't forget to save all the changes, turn your automation live, and head to the Playground (just hit the “Try out” button at the top)

Testing and Fine-tuning Your Automations

Once you've created your automations, it's important to fine-tune them to ensure they're as effective as possible. Here are some tips:

• In the Playground, make sure that you select the correct Persona to get your desired tone for the responses.
  
  
• Try rephrasing your test questions. You can use actual customer messages. Look for any patterns in the types of questions customers are commonly asking and adjust your expressions accordingly.
  
  
• Don't be afraid to tweak the names of your automations following the tips mentioned above if you find they're not accurately capturing the intent of customer inquiries.
  
  
• For starters or beginners, we highly advise keeping your automation as an internal note during the testing process to avoid sending actual messages to your customers. Once you're satisfied with the test results, you can proceed to remove them from internal notes. This step is very important as internal notes will not affect Siena's deflection rate. Remember, the goal is for Siena to resolve tickets independently.

Remember, creating and fine-tuning automations is an ongoing process. The more you refine your automations, the better they'll be at serving your customers. 

If you have further questions, don't hesitate to reach out to our CS/Support team. We're here to help! Happy automating! 😉