✅ Post onboarding steps

Now that you've completed the initial setup, it's time to fine-tune your settings to ensure a seamless customer interaction. Here are the key steps you need to take post-onboarding:

• Content moderation and Rule Creation: To avoid unnecessary back-and-forth after Siena escalates a concern, add the siena-follow-needed tag in content moderation or create a rule for it in the Rule-Based Engine (RBE). This ensures a smooth handoff to your team. Remember, this tag applies to all channels, so if you're using Siena with chats, we recommend setting this up for non-chat channels only. Here's a helpful video to guide you: Note: The RBE only works for Gorgias, Zendesk, and Kustomer for now.
  
  
  Additionally, set up content moderation and rules to prevent Siena from automating messages from specific email addresses, typically those associated with spam or marketing emails.
  
  
• Custom View Creation: Keep track of all Siena-handled conversations by creating a custom view in your help desk. Conversations will be tagged as handled-by-siena for live responses and assisted-by-siena for internal notes. Use these tags to filter tickets and set up your custom view.
  
  
• Help Desk Integration: After integrating your help desk platform, make sure to toggle on Skip Mentions. This prevents Siena from intervening in social media comments where a user is tagged.
  
  
  
• Knowledge Sources Usage: If you plan to use knowledge sources, ensure the channels are toggled on in the settings. Please note, knowledge sources currently only work in fully autonomous mode, meaning all responses are sent live to customers.
  
  
  
• Persona Creation: Create separate personas for Email and Chat channels. For chat personas, avoid signing off as you would in emails, as it's unnecessary in chat interactions. Tailor this to your chat support guidelines.
  
  
• Ticket Monitoring: If you wish to monitor tickets escalated by Siena, activate the Collaborative AI routing feature and connect to Slack. This way, you'll receive a notification every time a ticket is escalated.

Remember, we're here to help! If you have any further questions or need assistance, don't hesitate to reach out to our Customer Support team. We're committed to making your Siena experience as smooth and beneficial as possible.