To enable Automatic Replies for a specific macro, first you should adjust the confidence threshold and then you should turn ON the activation switch.

These automation controls are available both on the App and on the Dashboard.

Selecting replies to automate from the Dashboard

From the dashboard, first navigate to the AUTOMATION screen.

On the AUTOMATION screen you will see a list of all the macros you have created on your Zendesk account.

To enable Automatic Replies for a specific macro you should first reduce the confidence threshold to 95% and then turn the activation switch ON.

At this point, every time the Jatana AI engine will be more than 95% confident on the accuracy of his prediction, the macro will be sent out automatically without agent intervention.

Selecting replies to automate from the Zendesk App

For each ticket, Jatana suggests the top 5 most relevant macros that could be used to process the ticket.

Each suggestion comes with an AUTOMATION tab where you can access the automation controls for that specific macro.

By default, automations are off, and this is what you will see when opening the automation tab.

To enable automation, first reduce the confidence threshold to 95% and then flip the activation switch on and shown below.

At this point, every time the Jatana AI engine will be more than 95% confident on the accuracy of his prediction, the macro will be sent out automatically without agent intervention.

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