Implementation method

You can configure a Zendesk ticket form, and create a webhook and trigger to automatically forward content your customers submit to your AI Agent.

1. Create a webhook

   Follow Zendesk’s instructions on creating a webhook, so you can use Zendesk to point to Ada’s API.

   • When you’re configuring your endpoint URL, use https://{bothandle}.ada.support/api/v2/conversations/email, replacing {bothandle} with your own AI Agent handle.
   • When you’re adding your API key, select the “Bearer Token” option. Paste your API key as the value for the “Token” field. You will have generated your token on the API page in the Platform section of the Dashboard.

   When the webhook is configured, it should look like this:

   

2. Create a trigger

   Follow Zendesk’s instructions on creating ticket triggers, so Zendesk can automatically call your webhook as soon as it receives a response to your form.

   • Recommended conditions:
     • Ticket > Ticket Is Created
     • Ticket > Attachment Is not Present
     • Ticket > Form Is [Name of Your Webform Submission Form]
   
   If your Ticket > Form condition uses the Default Form, and this form is also shared with other channels (e.g., calls or chats), create a new basic form and set it as the new default. This will ensure you have a dedicated form for Webform Submissions. Otherwise, inquiries from other channels may be routed to Ada via the Email API.

   • For your trigger actions, you can have any combination of actions. The following two are recommended:

     • Call your webhook

       1. Choose Add action > Notify by > Active webhook.

       2. Select the webhook you created.

       3. For the JSON body, use the following. Make sure to replace the reply_as address with either your AI Agent’s Ada-provided email address (help@{bothandle}.email.ada.support) or the address you’ve set up in your Bring your own domain settings.

          {
            "name":"{{ticket.requester.name}}",
            "reply_to":"{{ticket.requester.email}}",
            "reply_as":"help@example.ada.support",
            "subject":"{{ticket.title}}",
            "text":"{{ticket.latest_public_comment}}",
            "metadata": {
              "ticket_id": "{{ticket.id}}"
            }
          }

          • Optional: Add CC recipients

            If you’d like to copy specific email addresses on every outbound message, you can add a cc field to the JSON body.

            For example:"cc": ["team@example.com"]

     • Close your ticket

       1. Click Add action > Status category.
       2. Select Closed.

   With the two above actions, your configuration should look like this:

   

You can create a Salesforce case form, and create an automated process to automatically forward content your customers submit to your AI Agent. You, or someone with Salesforce Admin permissions, can

1. Set up your Salesforce case fields
   1. Add your Ada email as a case origin you can track in Salesforce, so you can track which cases were passed to your AI Agent. Follow Salesforce’s instructions in Add Picklist Values. For your Cases, in the Case Origin field, add a picklist value with your Ada-provided email address (help@{bothandle}.email.ada.support) as the value.
   2. Create a new check box, so your automation flow can track which cases it’s already sent to Ada and doesn’t send duplicates. Follow Salesforce’s instructions in Create Custom Fields, and create a check box with the following attributes:
      • Type: Checkbox; default unchecked
      • Name: Sent to Ada
      • Visible to all users
      • Read-only for all users except System Administrators profile
      • Do not add to layout
   3. Click Save.
2. Set up a flow to send case data to Ada

   1. Add your API credentials to Salesforce so it can use Ada’s API to send over email data. Follow Salesforce’s instructions to Create or Edit a Basic Authentication External Credential, and enter the following information:

      • Label: Ada Email API External Credential
      • Name: AdaEmailAPIExternalCredential
      • Authentication Protocol: No Authentication

      Additionally, follow the instructions in the above link to create a principal, to act as a user for the credentials you just made. Use the following information:

      • Parameter Name: User
      • Sequence Number: 1
      • Identity Type: Named Principal

   2. Instead of putting your authentication in the credentials, add a custom header. Follow Salesforce’s instructions to Create and Edit Custom Headers, and enter the following information:

      • Name: Authorization
      • Value: Bearer <YOUR-API-KEY>. Paste in the API key you generated from the API page in the Ada Dashboard.
      • Sequence Number: 1

   3. Create a permission set, so you can share the credentials you just made with other admins. Follow Salesforce’s instructions to Create Permission Sets, and do the following:

      • Name: Ada Email Http Callout
      • Click External Credential Principal Access, then add the Ada Email API External Credential you created
      • Follow Salesforce’s instructions to Manage Permission Set Assignments to assign the new permission set to yourself and any other admins

   4. Create a named credential. Follow Salesforce’s instructions to Create or Edit a Named Credential, and enter the following information:

      • Label: Ada Email API Named Credential
      • Name: AdaEmailAPINamedCredential
      • URL: https://{bothandle}.ada.support/api/v2/conversations/email, replacing {bothandle} with your AI Agent’s handle
      • Under Authentication, under External Credential, select the Ada Email API External Credential you created earlier
3. Create a flow to automate closing cases
   1. Create a flow to update the case’s status to Closed. Follow Salesforce’s instructions to Build a Flow, and do the following:
      • Create a Record-Triggered Flow
      • Object: Case
      • Trigger the Flow When: A record is created or updated
      • Condition Requirements: All Conditions are Met (AND)
      • Origin Equals Ada Email
      • Status Does Not Equal Closed
      • When to Run the Flow for Updated Records: Every time a record is updated and meets the condition requirements
      • Optimize the Flow for: Fast Field Updates
   2. Add an Update Triggering Record element to the flow. In the New Update Records window, enter the following information:
      • Label: Update Status
      • API Name: Update_Status
      • How to Find Records to Update and Set Their Values: Use the case record that triggered the flow
      • Condition Requirements to Update Record: None - Always Update Record
      • Field: Status
      • Value: Closed
   3. Save and activate your flow, giving it a name like CASE: Update Ada Email Status to Closed.
4. Create a flow to automate sending cases to Ada, using an HTTP callout

   1. Create a new flow to automatically send cases to Ada. Follow Salesforce’s instructions to Build a Flow, and do the following:

      • Create a Record-Triggered Flow
      • Object: Case
      • Trigger the Flow When: A record is created or updated
      • Condition Requirements: All Conditions are Met (AND)
      • Origin Equals Ada Email
      • Status Does Not Equal Closed
      • Sent_to_ada__c Equals False
      • When to Run the Flow for Updated Records: Only when a record is updated to meet the condition requirements
      • Optimize the Flow for: Actions and Related Records

   2. Add a scheduled path to the flow. Follow Salesforce’s instructions to create Scheduled Paths, and add the following information:

      • Path Label: API to Ada
      • API Name: API_to_Ada
      • Time Source: Case: Last Modified Date
      • Offset Number: 1
      • Offset Options: Minutes After
      • Advanced > Batch Size: 1

   3. Add an HTTP callout to the flow. Follow Salesforce’s instructions to Configure an HTTP Callout Action, and add the following information:

      1. External service configuration:
         • Category: HTTP Callout
         • Named Credential: Ada Email API Named Credential
      2. Invocable action:
         • Label: Ada Email Invocable Action
         • Method: POST
         • Sample JSON request:

         {
             "name":"{{ticket.requester.name}}",
             "reply_to":"{{ticket.requester.email}}",
             "reply_as":"help@example.ada.support",
             "cc":["{{CcAddress}}"],
             "subject":"{{ticket.title}}",
             "text":"{{ticket.latest_public_comment}}",
             "metadata": {
             "ticket_id": "{{ticket.id}}"
             }
         }
         • Sample response body: Not required

      This creates an Apex class variable that you can use in step e, so you can specify individual dynamic fields to send.

   4. Now that you’ve configured the action, add it to your flow, so you can use the API callout to send cases to Ada. Use the following information:

      • Name: Send to Ada
      • API Name: SendtoAda
      • Body: Apex-Defined Variable
      • Value: Create a variable called AdaEmailBody

   5. In your flow, add an assignment element before the action element you just added. You can see an example at Salesforce’s Flow Element: Assignment topic. Enter the following information:

      • Label: Set Body Variables
      • API Name: Set_Body_Variables

      Then, add each of the following variables by choosing the Apex-defined variable you created above, then the corresponding fields in your Salesforce case:

      • AdaEmailBody > name Equals $Record > Name
      • Optional: AdaEmailBody > replyx5fas Equals help@company.com
      • AdaEmailBody > replyx5fto Equals $Record > Email Address
      • AdaEmailBody > subject Equals $Record > Subject
      • AdaEmailBody > text Equals $Record > Description
      • AdaEmailBody > metadata > ticket Equals $Record > Case ID

      Ensure that all of the above values are on your case creation form, with the exception of your reply-as email.

   6. Add an Update Triggering Record element to the flow. In the New Update Records window, enter the following information:

      • Label: Update Sent to Ada checkbox on Case
      • API Name: Update_Sent_to_Ada_checkbox_on_Case
      • How to Find Records to Update and Set Their Values: Use the case record that triggered the flow
      • Condition Requirements to Update Record: None - Always Update Record
      • Field: Sent_to_Ada__c
      • Value: True

   7. Save and activate your flow, giving it a name like CASE: Send to Ada Email.

5. Test your flow. Create a case with a Case Origin of Ada Email, and use a valid email address to test. You should be able to see the conversation appear in Ada, and get a reply at the email address you provided.