<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><strong style="box-sizing: inherit; font-weight: bolder;">In this guide we will cover:</strong></p><p><span style="font-size: 11pt;"><strong>- Using AI to Generate Acknowledgement Emails</strong></span></p><p><span style="font-size: 11pt;"><strong>- Adding an AI response to a template</strong></span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="box-sizing: inherit; font-size: 11pt;"><strong style="box-sizing: inherit; font-weight: bolder;">Related Guides:</strong></span></p><ul style="box-sizing: inherit; margin-bottom: 1rem; margin-top: 0px;"><li style="box-sizing: inherit; font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2389/"><strong>Boost Ticket Processing using AI</strong><br></a></li></ul><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><strong style="box-sizing: inherit; font-weight: bolder;" data-pasted="true"><span style="font-size: 14pt;">Using AI to Generate Acknowledgement Emails</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">AI can be used to send out acknowledgement emails when a ticket is logged. This can be set per ticket type.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">To use this function you will first need to enable "Create acknowledgement emails in the background using an Automation" in Configuration > Email > General Settings. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlNTE5MmI3LTVkYWEtNDllNi04NDI3LTlhM2JmMWYwMjM5MyJ9.mLyJJr9vhLleScGsR6iClESNgi1NIZ6fXJigQq_Y88A" class="fr-fic fr-fil fr-dib" width="903" height="652"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 1. </strong><strong>Allowing the cr</strong><strong>eation of acknowledgement emails in the background using an Automation.</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true">Against each ticket type you can now switch on "Use AI Acknowledgement Emails". This is found under the "Defaults" tab of the ticket type. Once this is selected the "AI prompt" and "AI Acknowledgement Email Template" will show. Here you can write your prompt from the AI and set the template to send. You are able to use Ticket dollar variables in your prompt to pull values such as the Ticket ID. You will be able to also set "AI Instructions (System prompt)". These set rules for the AI's persona and behaviour ensuring these are consist in your AI's response. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU2NDc2NGRhLTljYTUtNDhlNS1hYmY2LTY3MGZkYWE4YThmOCJ9.n_U7SjNgMKMrPSCJxlZ8dIMluzpgTHrq9WSN853z1XY" class="fr-fic fr-fil fr-dib" width="1329" style="width: 1331px; height: 561.23px;" height="561"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 2. Setting AI Acknowledgement Emails per ticket type</strong></span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><em data-pasted="true"><strong><span style="font-size: 11pt;">Note: The default template here is the New Ticket Logged template. This does not natively contain the variable required to pull this information. You will need to either add the $-AIACKNOWLEDGEMENT variable to this template or create a new custom template as outlined below. </span></strong></em></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p><strong><span style="font-size: 14pt;">Adding an AI response to a template</span></strong></p><p>In Configuration > Email > Email Templates, you can create a new custom template which contains the variable $-AIACKNOWLEDGEMENT. This variable will pull the AI response which will replace the variable in the template. The template you create here should be the one set under the "AI Acknowledgement Email Template" on the ticket type. </p><p> </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQwN2MwMzBiLTMwYjUtNDBmMS05MGNiLTcyMThmZGQ3NGI4ZiJ9.SrTJPvP7HDR9PoDzocCEHxLnyRN_IN4ubL7XChyMA1k" class="fr-fic fr-fil fr-dib" width="834" style="width: 836px; height: 366.438px;" height="366"> <strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">Fig 3. Creating an email template for AI Acknowledgement.</span></strong></p>
