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Situation Messages

The Situational Messages tab allows you to customise how the AI Assistant responds in certain scenarios, enhancing user interaction and support efficiency. Here are the two situation scenarios:

"Unable to Answer"

  • Purpose: When the information isn’t available in your knowledge base, the AI will notify the user rather than making up an answer.
  • Customisation: You can personalise the message that the AI replies, such as: "I'm sorry I don't have enough information to answer, please click here to learn more about our services."

"Speak to an Agent" Scenario

  • Purpose: You can personalise the AI Assistant’s response when a user requests to talk to a real person.
  • Customisation Options:
  • Personalise the response: Similar to the "Unable to Answer" message, you can personalise the message that the AI replies.
  • Email Notifications: You can set it up to receive a notification email whenever there is a request to speak to an agent. This helps in tracking and addressing any unresolved queries effectively. Similar to categories, you can customise it among three options, so whenever a user requests to speak to an agent:
    1. Message only – the AI replies with the text you have predefined.
    2. Show email input – the user can leave their email, and you receive a notification with the transcript and their email.
    3. Show button – you can add a button that redirects the user to an external URL.

Situation Messages

By using these adjustable response settings, you can ensure the AI Assistant delivers accurate information and seamlessly transitions users to human support when needed.