Adding and removing the welcome reply for advanced AI agents

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AI agents - Advanced

The welcome reply greets customers when they reach out over chat and sets the tone for the conversation. You can set up the welcome reply in your CRM platform or the AI agents - Advanced dashboard (with the exception of Giosg). The benefit of setting it up in the dashboard is that you can build a holistic dialogue flow that is more intelligent than a standard text reply.

For Zendesk Chat and Freshchat, you must take an extra step to add a trigger reply action to trigger the welcome reply.

This article covers the following topics:

• Adding the welcome reply
• Removing the welcome reply

Adding the welcome reply

You can add the welcome reply to greet customers when they reach out over chat.

If you use Zendesk Chat or Freshchat, after you set up the welcome reply, you need to add a trigger reply action to trigger the welcome reply.

To set up the welcome reply

1. In AI agents - Advanced, click Content in the sidebar, then select Intents.
2. Locate the Welcome reply.
3. In the language version of the reply you want to edit, click Edit dialogue.

To add the trigger reply action for Zendesk Chat or Freshchat

1. In AI agents - Advanced, click Settings in the sidebar.
2. In AI agent settings, click Events and actions
3. Click New action, then select Chat started.
4. Complete the following fields:
   • In Event, select Chat started.
   • In Target, select your CRM platform.
   • In Action, select Trigger reply.
   • In Reply, select Welcome reply.
5. Click Save

Removing the welcome reply

You can remove the welcome reply as needed.

To remove the welcome reply

1. In AI agents - Advanced, click Settings in the sidebar.
2. In AI agent settings, click Events and actions
3. Remove the Trigger reply.
4. Remove the content of welcome reply by doing the following:
   • Delete all blocks from the dialogue except the first AI agent Message block.
   • Delete the content from the AI agent Message block.
5. Click Save.