| Add-on | AI agents - Advanced |
System replies, unlike intent replies, do not answer queries, but instead deliver messages. You should include system replies in your conversation design to give visitors the best user experience. Reply text is suggested, but you can adjust the text for tone of voice, to include some FAQs, or to define alternate escalation strategies.
The system replies include:
- Welcome greets customers when they reach out over chat and sets the tone for the conversation.
- Failed escalation informs customers when there are no agents to take the chat. This could mean that no agents are online or it could mean that the agents online are all busy.
- Default informs customers that their query is not understood. This reply is sent when the AI agent lacks confidence about which intent should be triggered. This is an important reply in that it can help the user move on and not get frustrated from being misunderstood.
- Unsupported language is used when the user writes in an unsupported language. This reply is sent when language detection confidently identifies the user's language as one that is not active in the AI agent. In that case, the AI agent uses the default language. In the reply, consider including the languages the AI agent supports.
- Technical error informs customers when there is a technical issue. This reply is sent when there is an error, either from the CRM or the advanced AI agent. For example, when an unexpected error occurs when connecting to an external API.
- Collect AI agent satisfaction (BSAT) rating collects feedback from your customers to measure how your AI agent performs. This reply is sent at the end of each chat conversation, asking the customer to rate their support experience on a scale of 1 to 5.
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