Create and modify Worknet AI Apps – Worknet

Worknet AI Studio enables you to create and manage Apps, which are the primary touchpoints where end users interact with your AI-powered support solutions. Each App operates on the standard Worknet AI engine, providing a consistent and robust experience across different platforms.

What Are Apps?

Apps are the “surface area” where your end users operate and interact with Worknet AI. Worknet supports the following types of Apps:

Salesforce
Zendesk
Slack
Widget
API

Each app is designed to seamlessly integrate into your existing workflows and provides AI-powered assistance to both users and agents.

Components of an App

Each App in Worknet AI Studio consists of several configurable components, allowing you to tailor the AI experience to your needs.

1. AI Configuration

The AI Configuration tab defines how the AI behaves in this app. Here’s what you’ll configure:

- System Prompt

Set the “role” of the AI assistant. For example:

“You are an assistant designed to support Worknet.ai, a company that offers AI-powered customer support solutions…”

This prompt helps the AI understand its purpose within the app context.

- AMA Action

Assign a single Ask-Me-Anything (AMA) action—this is an action where the AI expects user input (e.g., a question or a case description). This is the default action for open-ended user requests.

- Automated Action

Define actions that are triggered automatically, such as when a user opens a case in Salesforce or Zendesk. For example, when a user views a support ticket, the app can immediately display related solutions or previous tickets without additional input.

- Additional Actions

Add shortcut actions for common tasks—these appear as quick-access buttons for users. When used inside Salesforce or Zendesk, these actions automatically use the current ticket context, so users do not have to enter details manually.

More info about actions can be found in this help article.

2. Human Intervention

The Human Intervention feature is available for the Widget and API interfaces. It allows conversations to be handed off from the AI assistant to a human agent in a designated Slack channel. In future updates, this handoff will also be supported for Salesforce and Zendesk chat channels, enabling seamless escalation to human support when needed.

3. Users and Sharing

Worknet enables collaborative support by allowing multiple users to participate in conversations about the same topic, referred to as a group. For example, a group might represent a support ticket or case in Salesforce or Zendesk, or a specific app page in the Widget.

When Support Grouping is enabled, information within a group is shared among participants. Users can view the entire conversation history by clicking the thread history.

If Sharing Approval is turned on, users have control over their content sharing preferences. Each user can choose to opt out of sharing the messages they send. In the Widget, this option appears as a checkbox below the message text box, allowing users to easily manage their privacy.

3. Chat Bot UI

You can fully customize the appearance and behavior of your Chatbot UI to better match your brand and user experience.

Bot Name: Update the chatbot’s display name to reflect your organization or the bot’s role.
Bot Image: Change the profile image or avatar used for the chatbot.
Welcome Message: Personalize the initial greeting shown to users, including dynamic fields such as the user’s name for a more tailored experience.

These options allow you to create a chatbot that feels familiar and engaging to your users.

How Actions Work

Actions are the building blocks that allow the AI to perform specific tasks, such as summarizing a case, troubleshooting, or generating articles.
All actions share the same underlying logic, except AMA actions—which uniquely expect a user-provided input.

When embedded in Salesforce or Zendesk, actions are context-aware and can read ticket information automatically, streamlining the support process for users.