If you’ve created an AI agent for messaging, there are several standard responses you can customize to define the AI agent's default responses to customer input during a live conversation
Overview of the standard AI agent responses
The standard AI agent responses include:
- Start of conversation: Initial greeting when a messaging conversation is started.
- If the AI agent finds relevant articles: Response when a possible solution is found in your help center.
- After the AI agent answers: Response to customer feedback.
- If the AI agent needs clarification: Response when the AI agent can't determine an answer that matches a customer’s comment.
- If a question matches more than one intent (requires an intent model): Response to a comment that matches more than one intent.
- If the AI agent can't answer a question: Response when the customer's comment does not match any answer.
Setting up the standard responses
There are several standard responses that you can edit as needed to customize your AI agent's responses.
To edit the AI agent standard responses
- In Admin Center, click
Channels in the sidebar, then select AI agents and automation > AI agents.
- Click Manage AI agents for messaging.
- Click the name of the AI agent you want to edit.
- Click the Behavior tab, then click each message to edit it:
Each response is saved automatically as you edit it, but updates will not be presented to customers until you publish the AI agent.
Start of the conversation
When your customers first open a messaging conversation in the Web Widget or mobile SDK, they’re met with an initial welcome message.
There are two types of welcome messages:
Configuring the standard greeting message
By default, the AI agent is configured with a basic greeting message and a suggested answer. You can update the greeting message, add or remove answers (up to 10 answers), or leave them as-is. Answers selected here are presented to your customers as options.
If you opted in to generative AI when you created the AI agent and you are using AI agent personas, you can choose to generate variations of the greeting message based on the selected persona.
To configure a welcome message
- On the Behavior tab, expand the Start of the conversation section.
- Select Send a greeting and suggest answers.
- Enter your initial message or leave the default message (Hi there. Got a question? I'm here to help.).
- Select Generate variations (optional) to apply an AI agent persona to the greeting.
This option appears only if you have opted in to generative AI for AI agents.
- Use the Answers drop-down to select up to 10 answers to present to customers as
preconfigured options.
One suggested answer is included by default ( Talk to a human ).
Using an answer as the welcome message
You can also choose a custom-built answer to start the conversation. When the end user first interacts with the AI agent, the selected answer is sent. This option can be used to immediately transfer your customer to an agent, for example.
To use an existing answer as your welcome message
- On the Behavior tab, expand the Start of the conversation section.
- Select Start with an answer.
- Use the drop-down to select the answer that will welcome your customers when they initiate a conversation.
If the AI agent finds relevant articles
If you have an active help center, you can configure how your AI agent replies when it locates one or more help center articles that can address the end user's question.
If you have opted in to generative AI for AI agents, your AI agent can use generative AI to evaluate articles in your help center, then use that knowledge to provide concise answers within the ongoing conversation. Using this option can get your AI agent up and running immediately without needing to build answer flows.
If you have a restricted help center, the AI agent respects the article view permissions set in Guide:
- If the user is authenticated via messaging authentication, the AI agent can suggest relevant restricted articles.
- If the user is unauthenticated, the AI agent will suggest only public articles.
To set up AI agent replies for help center results
- On the Behavior tab, expand the If the AI agent finds relevant articles section.
- Select one of the following response options:
- Generate a reply: The AI agent creates AI-generated answers in response to customer questions based on your help center content. See Using AI to generate replies in an AI agent for messaging (Legacy). Choosing this type of reply deactivates the "If the AI agent needs clarification" response.
- Recommend articles: The AI agent checks your help center for content related to customer questions and shares any relevant articles.
- Don't answer based on articles: The AI agent does not reference help center content. Instead, it displays a relevant answer, or replies that it can't answer the question using the response configured in "If the AI agent can't answer the question." Choosing this type of reply hides the "After the Ai agent answers" response.
After the AI agent answers
To configure the AI agent's response to customer feedback
- On the Behavior tab, expand the After the AI agent answers section.
- Click the
Helpful answer tab and configure the following options:
- Message: Enter a message to display when the end user says the suggested article was helpful, or use the default message provided. (Great, knowledge is power. You can ask me another question at any time.)
- Generate variations (optional): Select this option to apply an AI agent persona to the message. This option appears only if you have opted in to generative AI for AI agents.
- Answers: Use the drop-down to select up to 10 answers to present to customers as preconfigured options.
- Click the Unhelpful answer tab and configure the options as described above.
Offering an answer that includes the Transfer to agent step is a recommended best practice.
If the AI agent needs clarification
You can set up an automatic response to an end user to ask for more information. This response is sent during a conversation if the AI agent does not understand the end user's comment. This response is optional. You can activate or deactivate the response as needed.
To request clarification
- On the Behavior tab, expand the If the AI agent needs clarification section.
- Select Ask customer to provide more info or rephrase question if you want to turn on this response.
- Enter your message or use the default message provided ( I'm sorry, I didn't get that. Could you tell me more or rephrase your question, please?).
- Select Generate variations to apply an AI agent persona to the message.
This option appears only if you have opted in to generative AI for AI agents.
If a question matches more than one intent
When choosing a match, the AI agent looks at all possible intents, including those that are not associated with an answer. If a matched intent that is not associated with an answer is frequently matched to end users' comments, you might want to assign unmatched intents to answers.
After the initial customizable message, the matching intents are presented to the end user as preconfigured options.
To configure matching intent suggestions
- On the Behavior tab, expand the If a question matches more than one intent section.
- Select Suggest matching intents to recommend up to three possible intents for the end
user to choose from.
Deselect this option to automatically match the end user's comment to an intent.
- Enter your message or use the default message. (Is this what you meant?)
If the AI agent can't answer the question
This response, also known as the fallback response, is triggered when:
- There is no answer that matches the end user's question or comment.
- An intent selected by the end user, as part of the "If a question matches more than one intent" response, does not have an associated answer.
To configure the fallback response
- On the Behavior tab, expand the If the AI agent can't understand a question section.
- Enter a message the AI agent will send if no help center articles are found, or if you do not
have an active help center.
The default fallback response is, Sorry, I can't answer that. Here are some topics that might help though..
- Select Generate variations to apply an AI agent personato the message.
This option appears only if you have opted in to generative AI for AI agents.
- If you want, use the Answers drop-down to select up to 10 of your already-created answers to present to the customer.
1 comment
Hoa Tran
Hi all,
I setup a conversation bot which lives on messaging channel.
I follow the document to show web widget, I set the locale to
de
. But the conversation bot show text in English which is my browser locale.How can I configure to make the conversation bot use
de
locale? Thanks0