Admin: Instructions and configuration
As an administrator, you configure the AI assistant via mit.available.dk. Find your Zendesk instance under Integrations and open the AI assistant settings.
The Context tab
The Context tab is the most important place to start. Here you set the foundation for all the AI assistant's responses.
About the company
Describe the company as if you were onboarding a new support employee. What do you sell, who are your customers, and what do you need to know in order to respond well?
Example:
- We are a Danish webshop that sells children's clothing. Our customers are primarily parents between 25-45 years of age. We offer free returns within 30 days. We only ship to Denmark and Sweden.
Instructions for the AI
Tell the AI how it should write. Think of it as a briefing for a temp.
Example:
- Write in a friendly and informal way - use 'du', not 'De'. Keep responses short (max 4-5 sentences). Avoid technical jargon. Always end with an offer of further help.
Tips:
- Be concrete and precise - general instructions such as "be friendly" have limited effect
- Avoid contradictory instructions - the AI assistant tries to follow all instructions
- Stable rules belong here; ongoing fine-tuning is handled via the Rules tab
The Features tab
Here you enable or disable individual features:
| Automatic Translation | Enables language translation via the button in the draft panel. Recommended for multilingual support teams. |
| Sentiment & Intent Analysis | Shows the sentiment bubble (😊/😟/😐) and the ticket summary. Gives the AI context about the customer's mood. |
| Update Ticket Automatically | Updates the ticket type, priority and tags automatically based on the sentiment analysis. Requires Sentiment to be enabled. |
| Help Center Search | The AI assistant searches the Guide help center. Recommended to be enabled. |
| Macro Suggestions | The AI assistant suggests relevant macros via the 🧩 Macros button. |
Conditional context rules
Conditional rules activate extra instructions for the AI based on ticket properties. Useful for giving the AI specific context for particular situations.
Examples:
- Condition: tag =
vip→ Instruction: "This customer is a VIP - always offer escalation to senior support" - Condition: intent =
complaint→ Instruction: "Always start by acknowledging the problem and apologising"
Conditions can be set on: tag or intent (detected by the sentiment analysis).
The Rules tab
Here you manage the rules that agents have saved via the AI assistant in the chat. You can:
- See all active rules per language
- Disable or delete rules
- Add new rules manually
- Consolidate rules: the AI gathers overlapping rules into fewer, stronger rules
See also Rules for agents' use of save_rule via the chat.
The Quick Actions tab
Here you create and manage your own quick action buttons (⚡) that are shown in the AI assistant's panel. Each quick action has:
- Title: Shown as the button's label
- Prompt: The instruction sent to the AI
- Auto-run trigger: Can be set to run automatically on particular events
- Show in UI: Whether the button should be shown in the panel