Article Type: Internal Process Audience: Support Agents Visibility: Internal Only
Overview
Max is our AI agent built into Zendesk. His job is to help agents work faster and more consistently by reading every incoming ticket and writing a suggested reply — directly in an internal note — that the agent can review, adjust if needed, and send.
Max does not send replies to customers on his own, except in a small number of fully automated flows (see below). For all other tickets, the agent is always in control of what gets sent.
How Max Helps on Most Tickets — Assisted Mode
For the majority of incoming tickets, Max works as a writing assistant. When a ticket arrives, Max:
- Reads the customer's message
- Searches the knowledge base for the most relevant information
- Writes an internal note on the ticket containing:
- A suggested reply to the customer — ready to copy, paste and send
- A short agent procedure section below a dividing line — a summary of what the ticket is about and any action steps the agent should take
The agent reviews the internal note, makes any necessary adjustments to the reply, and sends it themselves.
This means Max saves the agent the time of drafting a reply from scratch — but the agent always decides what gets sent.
Fully Automated Flows — Where Max Handles the Ticket Alone
For a small set of specific, well-defined ticket types, Max handles the ticket end-to-end and sends a reply directly to the customer without agent involvement. These currently include:
- Where is my order — Max confirms dispatch date, delivery method, and asks the customer to confirm their address if the order is sent by untracked letter post
- Copy invoice request — Max sends the customer a link to find their invoice in their account, or confirms the invoice details
More automated flows will be added over time as Max is trained on additional scenarios. The KB will be updated accordingly.
What Max Never Does
- Max never sends a reply on tickets outside the defined automated flows
- Max never processes a refund, cancellation, or order change
- Max never makes promises of compensation or special treatment
- Max never shares internal system information with customers
- Max never guesses — if there is no KB article to base a suggestion on, he says so in the internal note
The Agent's Role
When you see an internal note from Max on a ticket:
- Read the suggested reply and the procedure section
- Adjust the reply if needed — tone, missing details, or anything specific to this customer
- Act on any procedure steps Max has listed (e.g. check order in SignAdmin, verify address)
- Send the reply yourself from the ticket
If Max has flagged the ticket for special attention (e.g. angry customer, legal reference, GDPR request) — see the When to Escalate — Max's Limitations article before responding.
How Max Chooses What to Write
Max bases every suggested reply on articles in this Knowledge Base. The quality of Max's suggestions depends directly on the quality and completeness of the KB. If Max writes something incorrect or unhelpful, the most likely reason is that the relevant KB article is missing, incomplete, or outdated.
If you notice Max giving wrong suggestions on a specific topic, flag it so the KB article can be updated or created.