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Overview

Abilities in Z360 enable you to automate tasks, create triggers, and configure actions that streamline workflows. This tutorial will guide you through creating a new ability, defining triggers, providing descriptions, and editing existing abilities. By the end of this guide, you’ll be able to configure abilities that enhance your workflow and automate processes effectively.

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What Are Triggers?

Triggers are the conditions that activate an ability in Z360. When a user interacts with the AI through any communication channel (such as phone, email, or live chat), triggers come into play. Whenever a specified trigger condition is met, the ability starts, and its workflow executes. For example:
  • Trigger by User Input: A trigger could be set to activate whenever a user submits a form or provides specific keywords.
  • Trigger by Event: If a user reaches out via email, a trigger could start an ability that sends a confirmation email or creates a support ticket.
How Triggers Work:
  • A user interacts with the system (e.g., sending an email, chatting with an AI agent).
  • The AI checks if the conditions for any available triggers are met.
  • If the conditions are met, the corresponding ability starts, and its workflow is executed automatically.
Triggers ensure that the right action happens based on the user’s behavior, allowing you to automate responses, data collection, and other workflows. Create a New Ability
  • Navigate to Abilities Section
    Click on the Abilities section in your Z360 dashboard to access a list of existing abilities and the option to create new ones.
  • Initiate Adding New Ability
    Click Add Ability to start the process of creating a new workflow ability.
  • Enter Ability Name
    Provide a name for the ability, such as Appointment Scheduling or Customer Support Ticket Creation.
  • Provide Ability Description
    Enter a detailed description of what the ability does and how it will assist the workflow, such as “This ability automates the appointment scheduling process.”

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Define Triggers for the Ability

  • Select Trigger Name Field
    Click the Trigger Name field to define the event or condition that will activate this ability. For instance, you might set a trigger to activate whenever a user submits an inquiry via live chat.
  • Add Additional Triggers
    You can set multiple triggers for a single ability. For example, the ability could be triggered by:
    • A user’s input via email (e.g., “Please schedule an appointment”)
    • A phone call requesting a service or information
Each trigger ensures the ability activates only when specific criteria are met, making the workflow dynamic and responsive.

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Registration vs. Non-Registration Abilities

Registration Ability
A registration ability is designed to only interact with users who are already registered in the system, or it can help users register by collecting their information. For example, if a user wants to schedule an appointment, the system might first ask for registration details, and only if they are registered, the system proceeds with scheduling.
  • How it works: This type of ability will either:
    1. Check if the user is registered. If the user is not registered, it will guide them through the registration process.
    2. Allow the registered user to proceed with the task (e.g., appointment scheduling, ticket creation).
Non-Registration Ability
A non-registration ability, on the other hand, doesn’t require the user to be registered. It will allow any user (whether registered or not) to interact with the system and complete the requested task without needing to provide registration details first.
  • How it works: This ability will:
    1. Allow users to perform actions (e.g., submit inquiries, request information) without needing to log in or provide any personal details.
    2. Serve as a more open interaction, ideal for customers or users who do not need to sign up but still need services like FAQs, information requests, etc.

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Finalizing and Saving the Ability

  • Create the Ability
    After filling in the necessary details and setting up triggers and registration requirements, click Create Ability to save the new ability.
  • Return to Abilities List
    Click Abilities to go back to the main abilities list and view the newly created ability.

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Edit Existing Abilities

  • Open Ability for Editing
    Click the Edit button next to any existing ability to modify its details.
  • Select Ability to Edit
    Click the specific field you want to update, such as the ability’s name, trigger, or description.
  • Save Ability Updates
    Click Update Ability to save the changes you made to the ability.

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Tips

  • Use Triggers Wisely: Define your triggers based on user actions (email, phone, chat) to ensure that workflows activate at the right time.
  • Registration Abilities: Use registration abilities for tasks that require users to be part of your system, such as account creation or personalized services.
  • Non-Registration Abilities: Ideal for public-facing services that don’t require users to sign in, such as general inquiries or informational requests.
  • Test Abilities: Always test new abilities to ensure they work as expected before deploying them in a live environment.
  • Multiple Triggers: You can combine multiple triggers to make abilities more responsive to a variety of user interactions.