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"

When the information isn’t available in your knowledge base, rather than making up an answer the AI will notify the user that it doesn't have the information to answer the question.

In this way, you can control the scope of information that your AI Assistant uses, and you know that all the answers that it gives are based on information that you have provided.

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".

The message can either be just simple text ("Message Only"), or include a button ("Show Button") so you can redirect the user to an external page.

"Speak to an Agent"

When a user requests to talk to a real person, the AI can detect this and send a customised response that you can set up.

Customisation:

Similar to "Unable to Answer", you can personalise the message that the AI replies, such as "Please leave your email below and one of our agents will be in touch with you shortly".

There are three options for the message customisation, just like in the categories setup.

1. Message only – the AI replies with the text you have predefined.
2. Show email input – together with the custom text, there is an email input for the user to leave their email. You can then receive a notification with the transcript of the conversation and the user's email. If you click "reply" in the email, it automatically replies to the user. This helps in tracking and addressing any unresolved queries effectively.
3. Show button – you can add a button that redirects the user to an external URL.

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