Customise the "While you wait, do any of these articles answer your question" AI agent webform autoreply

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Having an issue that is leading to far too many false solves being claimed by the AI agent. Customers are shown this prompt when submitting a ticket, I think they are in a rush as the industry we service is very fast paced, and are clicking the “Yes, close my request” without fully reading or understanding the result of doing so. It would be good to be able to change the text in the selection boxes, the colour of the boxes so that the “Yes, close my request” isn't the highlighted option or order of the boxes so that the “Yes, close my request” isn't in the most prominent position.

What problem do you see this solving? (1-2 sentences) 

Customers not having to chase up tickets that we think are solved, but actually needed input from a human agent. This would prevent complaints from customers, who think we are taking days upon days to solve their issue (but in reality we think they have solved themselves).

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

When AI agents for webforms was turned on, we had customers that "self solve" tickets by clicking “Yes, close my request”, chase us looking for the resolution. We then investigated all tickets solved this way and found that 95% did NOT mean to solve their ticket in this way and still needed input. This has lead to an increase in bad feedback from customers thinking they are still waiting for input from us into their ticket.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

I have set up a trigger that sends out a confirmation email to the end user when they close in this fashion, just to highlight that their request was SOLVED and we wouldn't provide any further input. This was only successful in 5% of cases, with the customer getting in touch to say they need more help, and 90% of requests solved this way still needing input. Ended up going through ticket by ticket and contacting customer to confirm if they did in fact solve it themselves (they overwhelmingly didn't).

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Be able to change the text in the selection boxes, the colour of the boxes so that the “Yes, close my request” isn't the highlighted option and order of the boxes so that the “Yes, close my request” isn't in the most prominent position. Would be part of either the AI agent webform settings, or the design settings in the guide admin.