More Platform FAQs – Siena AI

Question: How can we make sure not to miss any escalated tickets by Siena?
- Answer: The best way to do this is to create a view in your help desk that contains the tag siena-follow-needed and the ticket is assigned to Siena. This way, anytime that tag is added and Siena is the assigned user, it means a follow up is needed by your team.
Question: We receive reviews on products through Okendo that are posted to the website. These notifications come in directly from Okendo but also as a separate email. When we get a notification of a new review from Okendo, the reply goes to Okendo support but is there a way to filter these so Siena doesn’t respond to Okendo?
- Answer: You can add the Okendo reviews email address to the excluded emails content moderation or simply create a rule for it in the Rule-based engine (RBE)

Question: I’d like to keep all of Siena's tickets open in Gorgias for a little while so we can review them easily. Do I need to go through each automation and update the conversation status for each one to “open” or is there to do this in one bulk action?
- Answer: You can add the Update conversation status: Open, but you need to do that manually for each and every single live automation. We have added this request to our roadmap to enable this at once. In the meantime, you can create a custom view in your helpdesk platform where you filter tickets with the handled-by-siena tag.
Question: When someone leaves a public comment on social media, is Siena able to reply via DM instead?
- Answer: Currently, Siena is able to reply on the same channel from which the customer sent the message.
Question: How can we stop Siena from responding to spam emails?
- Answer: If you want Siena to avoid responding to particular email id/spam emails, you can add the email address to the content moderation or create a rule in the Rule-based Engine (RBE).
Question: Is it possible to create a new custom category for automations? For example, It might be helpful for us to have a separate "troubleshooting" category to keep things organized.
- Answer: Yes, you can add new categories in Settings > Platform > Categories

Question: Can we automate an escalation response received in DM & assign it to a team member in our helpdesk? For example, when it comes to order issues, our social community manager does not answer these as they are to be handled by customer service. Any time someone asks about an order-related issue we reply with "This looks like a question for our customer service team" and from there CX is assigned to the conversation.
- Answer: Siena can answer those questions with something like the above, then:
  • Mark conversation status: open
  • Add a tag, i.e customer-service-handoff
  And then in your helpdesk platform, create a custom view to filter these tickets.
Question: When will you launch Siena's voice integration or capabilities?
- Answer: The broad release will be in Q3.

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