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General Understanding

1. What is Ask Z (Z360 Assist)?
Ask Z is an AI-powered assistant inside Z360 that helps you manage:
  • Contacts
  • Tickets
  • Inbox conversations
  • Inquiries
It uses MCP tools to perform Create, Read, Update, and Delete (CRUD) actions, supports web search, and integrates with third-party apps like Google Calendar. 2. Where can I use Ask Z?
Ask Z can be used from:
  • Inbox
  • Conversation views
  • Anywhere the Ask Z panel is available inside Z360
3. Can Ask Z work alongside human agents?
Yes. Ask Z works alongside human agents and follows the same permissions, contact states (DND, Blocked), and data rules.

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MCP Tools (Create, Read, Update, Delete)

4. What records can Ask Z manage using MCP tools?
Ask Z can create, read, update, and delete:
  • Contacts
  • Tickets
  • Inbox conversations
  • Inquiries
5. Do I need to use specific commands?
No. Ask Z understands natural language. You can speak or type requests like:
“Create a new ticket for login issues and assign it to John.”
6. Can Ask Z perform multiple actions in one request?
Yes. You can combine actions in a single command, such as:
“Create a contact for Sarah and open a high-priority ticket for her.”

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Reading & Retrieving Data

7. What kind of data can Ask Z retrieve?
Ask Z can retrieve:
  • Contact details
  • Ticket lists (open, closed, assigned)
  • Inquiry stages
  • Conversation history
8. Can Ask Z filter results?
Yes. You can ask things like:
  • “Show open tickets assigned to John”
  • “List all conversations with Mark”

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Web Search with Ask Z

9. What does Web Search do in Ask Z?
Web Search lets Ask Z fetch real-time, up-to-date information from the internet directly inside Z360. 10. When should I use Web Search?
Use it when you need:
  • Industry trends
  • Market insights
  • General external information not stored in Z360

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Third-Party App Integrations

11. What third-party apps does Ask Z support?
Ask Z supports 40+ integrations, including:
  • Google Calendar
  • Calendly
  • Google Meet
  • X (Twitter)
  • Other productivity and scheduling tools
12. Can Ask Z perform actions inside third-party apps?
Yes. Once integrated, Ask Z can:
  • Read availability (Google Calendar)
  • Check schedules
  • Trigger actions based on connected apps
13. Do I need to leave Z360 to use integrations?
No. All integrated actions happen inside Z360 through Ask Z.

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Permissions, AI & System Rules

14. Does Ask Z respect DND and Block Contact rules?
Yes.
  • DND: Ask Z cannot send outgoing messages
  • Blocked Contact: Ask Z cannot send or receive messages
These rules apply to both AI and human agents. 15. Can Ask Z create tickets automatically during conversations?
Yes. Ask Z can create tickets automatically based on conversation context or explicit instructions.