AI Agent and Haylee
Skills, actions, drafted replies and how Haylee works in your helpdesk.
- How the AI Agent worksWhat the AI Agent does in your helpdesk, what each drafted reply is built from, and how your team stays in charge of everything a customer reads.
- Haylee, Growth Dept's AI agentWho Haylee is, what she does in your helpdesk and in Slack, what she never does, and how to ask her for help from any page.
- SkillsCreate, switch on, change and archive the skills that tell drafted replies and Haylee how your team handles each kind of request.
- Writing skills that workHow drafts choose a skill, how to word the steps so drafts follow them, and what to check when a draft ignores a skill or gets it wrong.
- Actions and what Haylee may doThe actions library, the 15 built-in actions in your helpdesk and Shopify store, and how to choose for each one whether Haylee does it, asks a person or leaves it alone.
- Build an actionPut steps together into an action of your own, with the information Haylee collects first, conditions, the customer's agreement and a setting for what Haylee may do.
- Steps and apps for actionsConnect your returns, subscription or shipping app with its key, and write HTTP steps that call it and read values from its answer.
- Run actions and read the event logRun an action from a ticket, see every run with each step's request and answer, and see which skills use an action.
- Chat with Haylee in the AssistantAsk Haylee about your helpdesk or have her build macros, rules, skills and actions, in chats that keep their history, with her changes proposed for your approval first.
- Drafting, tone and languagePartly availableWhere drafted replies appear on a ticket, the drafting switches, how to describe your team's voice, and how the AI Agent hands over, tags, closes and works with rules.
- RoutinesHave Haylee answer the same question on a schedule, such as a Monday summary or a morning check for upset customers, and carry on from each answer.
- Link or unlink the AI agent accountGive Haylee her own account and key in your helpdesk, replace the key, choose whether her skills need approval, or remove her access.
- What drafts know about your businessPartly availableEvery source a drafted reply reads, what it never sees, and how to give drafts the facts they are missing.
- AI Agent security and privacyWhich model writes drafts, what customer data is sent where, what is stored, and the safeguards that keep drafts from inventing facts.
- AI Agent performance reportPartly availableRead the AI agent report: how many drafts were written and used, which skills they followed, and everything Haylee changed in your helpdesk.
- Try the AI Agent before you rely on itPartly availableCheck how skills and drafts behave on real tickets before your team leans on them, and what the AI Agent does on chat.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.