Setting Helpdesk Conversation Fields With Siena

*Note: This feature is in Beta. If you would like access to it, please speak with your Siena CSM. It is currently available for Gorigas and Kustomer only, but support for additional helpdesks is in progress.

Understanding why customers contact your business and how their issues are resolved is crucial for any company. This information helps you improve your products and processes, ultimately enhancing the experience for your customers. 

By automating your customer support conversations with Siena, you can capture this data automatically. Here's how it works.

Where do I set this up in Siena?

No matter the helpdesk you are using, follow the below steps:

• Navigate to Settings > Channels > Your Help Desk
• Once there, click into your helpdesk connection, which opens the settings page
• On the settings page, you'll see a section named Conversation Fields
• Click on this section to expand it

How to set up your conversation fields

The first thing you'll do is click on Re-sync fields. This ensures that all of the conversation fields in your helpdesk are available to Siena. You can use this at any time to sync again if you update or create new conversation fields in your helpdesk. This will pull those new fields and updates in so that you are always up to date. 

Using the Re-sync fields function will not overwrite any work you do in the below steps. It will just update field names and values so that Siena has the latest information.

Once you have synced your fields:

• Review each of the fields that Siena has pulled in
• Toggle on all of the conversation fields that you want Siena to set for you when she interacts with a conversation
• If there are some fields you don't want her to set just leave them off

We know that many helpdesks allow you to mark certain fields as required in order to close a conversation. We have indicated which these are with a * next to their names in the list. These do behave like any other field, though, so you can toggle them off if you do not want Siena to set them. 

But bear in mind that Siena might not be able to close conversations in your helpdesk if you don't have her fill out required fields. So if you want her to close conversations that she has resolved, it is recommended that you set these fields up.

Providing guidance to Siena

Finally, for every field that you have toggled on you will see an input box. This is where you will instruct Siena on how to set that field. Think of her like any other agent on your team. Provide clear and structured guidance she can follow when she is populating this information. 

Say you want her to pick the product SKU from a list of options in a field so that you know which product the customer was referring to. You'll need to explain to here where to find this information, what to do if there is more than one product discussed in the conversation, and what to do if there are no products discussed in the conversation. 

Here is an example of how you might write guidance for a product SKU field:

The SKUs listed in the dropdown for this field are shortened to include the product's style name or number, and color. The portion at the end of the Shopify SKU that signifies size is not included here, but you do not have to worry about size when looking for a match. You will get the SKU from the Shopify order object, which contains a list of items in the order. Each item within will have a SKU field.
- If a customer inquiry is about a single product, choose the product SKU that matches the one in the customer's order.
- If the customer's inquiry is NOT related to an order, choose the option "NONE".
- If the customer's inquiry is NOT a particular item in their order, choose the option "NONE".
- If the customer is asking about an order that contains multiple items, choose the SKU of the first item in the order.
- if the customer's inquiry is about all of the products in their order, choose the SKU of the first item in the order.

Just like any other set of instructions, you may find that your first attempt was not totally clear, and the results are not always what you wanted. This is normal, and can happen with human agents too. Simply come back, update your guidance, and test. You can tweak this to get the results you need and set the conversation data most important to you.

As always, the Siena team is here to help you if you get stuck.