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Siena AIUpdated 6 days ago

This integration was built by our partners and the wait time in case of any technical issues might be a bit longer than for a regular support request.


Siena AI is an autonomous platform that combines human empathy and intelligent automation to transform how brands engage with customers.

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



Steps

Set up the integration

1. In Siena, go to Channels → Gorgias → Add Account, then enter your Gorgias subdomain in the prompt:2. This would redirect you to a page to log into your Gorgias account (ensure you’re logging in with credentials that have the right permissions).

Sometimes, you might not see the login page below - this means you are already logged in. If you’re automatically redirected to Siena, you’ve already installed Siena.3. Once logged in, you’ll be redirected to a prompt to authorize our app to manage tickets on your behalf - click Authorize to continue. If you don't see this page, it means Siena has been previously installed.

4. You’ll be redirected to Siena, which will load for a moment before displaying your integration:

Configure 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 remove the integration and as such, Siena won’t be able to automate your channels again until you reinstall the app.

Configure automation

For the automated messages to be sent, you need to configure the automation 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, click Save automation and activate it. Then click on Train AI:


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:



FAQs

Does Siena respond to our tickets using a random agent or one of our agents?

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 an Admin Agent or Owner before the installation attempt:

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