Freshworks: AI Suggest, Knowledge Triggers

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Guru's AI Suggest integration with Freshdesk and Freshchat suggests contextually relevant Guru knowledge to your team right within Freshdesk/Freshchat

Additionally, Knowledge Triggers within Freshdesk and Freshchat allows your team to assign designated knowledge cards for agents to use based on the support scenario they encounter.

AI Suggest in Freshdesk

  1. AI Suggest for Freshdesk and Freshchat - Guru will dynamically suggest the relevant cards for your support agents, whether they are responding to emails in Freshdesk or chatting live with your customers in Freshchat. Simply click the embedded Guru button to invoke knowledge suggestion on demand. (learn more about AI Suggest
    AI Suggest: Feature Description)

    1. SETUP:

      1. [Important] First, install the Guru Chrome Extension, which is powers Guru's AI Suggest feature

      2. Enable for Freshworks in your Guru app settings

        1. Guru web-app -> Team Settings -> AI Suggest (left-side toolbar)

        2. Toggle on Freshdesk & Freshchat

        3. Screen Shot 2020-02-07 at 9.41.45 AM.png

  • Knowledge Triggers - Guru can be configured to assign specific knowledge to your team based on content or fields within Freshdesk. For managers, Knowledge Triggers allows you to easily coach your team with information pertinent to their job. No more searching. Guru surfaces knowledge when and where your team needs it.. Access the following Help Center Article to set up Knowledge Triggers within Freshdesk.

NOTE: Our Freshdesk integration is currently only supported in our Chrome extension, however we have plans to bring it to our Firefox extension soon! Let us know if you're interested in using Freshdesk + Firefox at support@getguru.com.

Want to learn more? Start a free trial or contact us support@getguru.com. You can also chat with our support team by selecting Contact Us from the right sidebar of your main Dashboard, or selecting Chat with us! under your avatar in the Web App or extension.