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AI Agent is enabled and customized through Workflows, offering you the best control and flexibility. AI Agent can pass a conversation to an existing Workflow to triage, or a Workflow can pass to an AI Agent to step in and offer support whenever you want. This article covers how to configure and set AI Agent live over chat using Workflows, providing you with control and flexibility over how AI Agent behaves. |
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Step-by-Step Instructions
Select an AI Agent for this flow to use. If there is no AI Agent can be selected, you need to
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create an AI Agent first, you can find more details about AI AgentAI Agent.
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Select the button description for the default branch.
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(Optional) Checking “Add customer inactive branch” to enable the custom inactive branch, you can set the time, when the customer has not responded within the time, this branch will be triggered.
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(Optional) Checking “Add Al Agent is unable to answer questions branch” to enable this branch, when the AI Agent can not answer the customer’s question, this branch will be triggered.
Branches
Every AI Agent Step has the following five branches:
Success That helped/That answered it/That's it (default, cannot be removed)
Transfer to Get more help/Wait for the team/Talk to an agent (default, cannot be removed)
Customer inactive within a set time
AI Agent is unable to answer
Others (default, cannot be removed)
The Contact customer journeys into one of these branches depending on the conditions met by the Step：
Branch Name | Description | Configuration |
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That helped/ That answered it/ That's it | This branch handles the situation when the AI Agent answers a question successfully. |
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Get more help/ Wait for the team/ Talk to an agent | This branch handles the situation when the |
customer requests to speak to a human agent. |
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Customer inactive within a set time | This branch handles the situation when the |
customer has not responded |
within a set time. You can |
set a suitable time according to your request. | Enable this branch by checking |
“Add customer inactive branch |
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AI Agent is unable to answer | This branch handles the situation when the AI Agent is unable to answer a question. | Enable this branch by checking |
“Add Al Agent is unable to answer questions branch” | |
Others | This branch handles the situation when a technical failure occurs, e.g., the Channel is disconnected, |
Open AI credits run out, etc. | Enabled by default for all AI Agent Steps and cannot be removed. |
How It Works
With the AI Agent Step, the workflow automatically enables the AI Agent to respond to the Contactcustomer. The AI Agent Step configurations determine the kind of responses given by the AI Agent. The dataset determines the quality of the responses.
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