Siena AIUpdated 2 months ago

Siena AI is the first-of-its-kind autonomous platform that combines the best of human empathy and intelligent automation to transform how brands engage with customers.

Siena automates conversations for their merchants by listening to tickets that were created and doing some processing on their end, where they determine whether it can be automated.

• We set up a system that automatically securely saves clients’ access_token and refresh_token
• We also automatically refresh the access_token before the expiry
• We allow clients to “pause” their integration on our end. This can be a temporary way to ensure that their tickets are not automated and we don’t receive any data from Gorgias
• When a client chooses to uninstall our app, we ensure that we clean up all resources created by our integration. This includes removing the user, the HTTP integration, etc.

Setup instructions

• In Siena, go to Channels → Gorgias → Add Account, then enter your Gorgias subdomain in the prompt:
• This would redirect you to a page to login into your Gorgias account. Please ensure you’re logging in with credentials that has the right permissions. Sometimes, you might not see the login page below. Do not panic - This means you are already logged in. If you’re redirected automatically back to Siena, it means you’ve already installed Siena.
• Once you’re logged in, you’ll be redirected to a prompt to authorize our app to manage tickets on your behalf. If you do not see this page, it means Siena has been previously installed. Click to continue:
• You’ll be redirected back to Siena, which will load for a moment before displaying your integration:
• Voila, Integration completed!

Configuring your integration

When you click on your integration name, you can further configure it. You could disable it, if you don’t want Siena to automate your conversations, or you could specify (using the checkboxes) the specific channels you want to automate.

The Remove button will totally remove the integration and as such, Siena won’t be able to automate your channels again until you reinstall the app.

FAQs

• Does Siena respond to our tickets using a random agent or one of our agents?
  • No, Siena has a dedicated Agent (created during installation) that automates your conversations on your behalf.
• How do I know which conversations were automated by Siena?
  • All tickets that were automated by Siena will have the tag -handled-by-siena.
• I got the error below when trying to Install Siena.

The error above indicates that the user trying to install the app doesn’t have the necessary permissions. Ensure the user has permissions of and Admin Agent or Owner before the installation attempt:

How it works

In order for the automated messages to be sent, you need to configure the automations first.

Under Automations>Knowledge Base create new automations, or edit existing ones, and once you’ve added sufficient learning phrases (at least 7) and their corresponding response, save and activate the automation in question. Then click on Train AI:

That’s it! Now, once a message is received for the selected channel, if there is a pre-recorded response it will be automatically sent, and the ticket will be auto-tagged as well:

Limitations

• Currently, Siena AI messaging doesn't work with chat!

Please note that this integration was built by our partners and while we do support it, in case any technical issue arises, the wait time might be a bit longer than for a regular support request. Thanks for your understanding!