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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
Ask Z can also view, create, update, and search configured contact custom fields when those fields exist in your organization. It can check field IDs, field types, allowed options, and required flags before using those fields. 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”
  • “Find contacts where customer tier is Gold”
For larger searches, Ask Z may include total counts only when they are useful. This keeps normal searches fast while still supporting deeper reviews.

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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. 16. Can Ask Z help with A2P 10DLC registration?
Yes. Ask Z can help review A2P status, prepare brand and campaign submissions, explain campaign errors, and help with eligible failed campaign appeals. Review every detail before submitting because 10DLC information must match your legal business and messaging use case. 17. Can Ask Z show files or previews from its work?
Yes. Ask Z can show inline artifact cards, file previews, pipeline previews, ability previews, and tool previews so you can inspect work before applying or relying on it. 18. What should I review before approving an Ask Z action?
Review the action name, target record or setting, displayed details, and whether the change matches your request. Reject the action if the target, field, or outcome looks wrong. 19. Can my team create custom Ask Z experts?
Yes. Admins can create custom AI Experts in AI Studio > Experts with their own names, icons, prompts, allowed tools, schedules, and connected-app triggers. 20. Can Ask Z remember organization or teammate context?
Yes. Ask Z can use durable memory. Organization memory applies across the team, while User memory is scoped to a teammate. Review and update memory from AI Studio > Memory. 21. Can I return to older Ask Z work?
Yes. Ask Z thread history lets you search previous threads, see the active expert on supported threads, and archive threads that no longer need follow-up.