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  • Categories: customise your own message categories. Click here to learn how to customise them, and the benefits of categories for data insights and analysis.

Categories

Customizing Message Categories in Your AI Widget

Message categories are essential for tracking and analyzing the main topics and questions your customers raise in real-time. These categories can be observed in the advanced dashboard for further analysis alongside all other metrics from your customer chats. Here's how you can customize these categories to suit your needs:

Steps to Customize Categories

To define how the AI classifies messages, follow these steps:

  1. Access Settings:

    • Go to the Settings tab of the AI widget.

  2. Select Categories:

    • In the sidebar on the left, select the Categories section.

  3. Create and Customize Categories:

    • Click on Add New Category to create a new category.
    • Provide a Category Name that clearly defines the type of messages it includes.
    • Add a Description for the category. This helps the AI identify and categorize each customer question correctly. For example, indicate if the category is about a certain product, a complaint, a question on delivery policies, etc.

  4. Add Automation Rules:

    • Enable the toggle to add automated responses or actions for the category. There are three different ways to automate messages:
    • Text Message: Set an automated text response that will be sent to the customer.
    • Show Email Input: Prompt the customer to enter their email for further assistance.
    • Show Button: Provide interactive buttons for customers to get quick answers or navigate to specific sections.

  5. Set Frequency for Automated Messages:

    • Determine the frequency at which the automated message should be shown based on the number of questions that fall under that category.

Example Setup for a New Category

  1. Add New Category:

    • Category Name: "Product Inquiry"
    • Description: "Includes all customer questions regarding product details, features, availability, and specifications."

  2. Enable Automation:

    • Text Message: "Here are the details about our latest products!"
    • Show Email Input: Prompt for customer's email for more personalized product recommendations.
    • Show Button: "View Products" button that redirects to the product page.

  3. Set Frequency:

    • Configure the settings to show the message after every 3 product-related questions detected.

Benefits of Customizing Message Categories

  1. Efficient Tracking: Easily track the main topics and queries raised by customers.
  2. Actionable Insights: Analyze real-time data to improve products, services, and overall customer satisfaction.
  3. Automated Responses: Reduce manual intervention by automating responses to frequently asked questions.
  4. Improved Customer Experience: Provide quick and relevant information, enhancing customer engagement.
  5. Detailed Metrics: Utilize the advanced dashboard to gather insights and make informed decisions.

By customizing message categories, you can ensure your AI widget effectively handles customer inquiries, provides precise feedback, and contributes to a better overall user experience.