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In this menu, you can set the bot’s reactions to simple subscriber actions: first subscription, resubscription, message to which the bot “does not know” the answer. In response to these actions, the bot sends a programmed message.
Welcome message
Fires only when the user first subscribes.
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Example of text you can use in a welcome message:
Good afternoon {name}, my name is Lilu! I am your virtual assistant on the LEELOO.Ai platform. In this chat I am ready to answer all your questions 24/7.
In the next message, you will be delivered the information you subscribed to.
Reply to an unrecognized message
Triggers when a user receives a message that is not listed in the “Smart Replies” and “FAQ” databases. Sent once every three minutes. If the bot once did not recognize the subscriber's message, then the subscriber sends an unrecognized message again, then the bot will not respond a second time. The bot will respond to a new unrecognized message only after three minutes have passed after receiving the first one.
You can view unrecognized messages in the AI support section, in the "Unrecognized messages" tab.
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For each messenger you need to create messages separately. Use export or synchronization mode in the message designer. |
An example of text that you can use in response to an unrecognized question:
{name}, unfortunately I didn’t recognize your request) I’m just learning to communicate with people.
Your message has been forwarded to a support agent,
Opening hours from 9.00 to 19.00 (GMT+2) on weekdays.
In the meantime, you can check out "Menu Button"
Subscribe message (Viber)
This message is used when working with Viber. When subscribing through LGT, the user will receive this message where he should be asked to click on a button. Only after this, a subscription to the tunnel will occur. The message format is always text + subscribe button.
Example of text that you can use in a message about subscription or Viber:
Please confirm the newsletter by clicking on the "Subscribe" button
Oversubscribed message
The message sent to a subscriber when attempting to subscribe to a tunnel to which it is already subscribed. Re-subscription will occur only after clicking on the button in this message.
An example of text that you can use in an oversubscription message:
You already subscribed to this newsletter, would you like to subscribe again?
Service Level Rating Message
The message that is sent to the subscriber when the conversation is closed with the note "Submit Evaluation Form". You can change both the text itself and the names of the buttons.
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Order automation messages
"Order automation messages" are sent to customers when the order status changes.
Depending on the type of order, there are 3 groups of messages:
Simple - messages about the status of regular orders;
Recurrent - messages about the status of recurring orders;
Partial - orders of offers with a partial payment function.
Simple
Order - sent when the client clicks on the payment button in the offer. The first status that is assigned to the order upon creation;
Example of text you can use in your message:
"Congratulations {name}, your order "{order_title}" has been completed and is awaiting payment! If you have any questions, please ask them in this chat. (You can also add your company's opening hours)"
Successful payment - sent when the client successfully completed the payment.
Example of text you can use in your message:
"{name} Payment for your order "{order_title}" was successful! Our manager will contact you shortly. (You can also add your company's opening hours)"
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Example of text you can use in your message:
{name} Unfortunately, the transaction for your payment {order_number} failed:( Please double-check the availability of funds on the payment card, the limit for Internet payments and the correctness of data entry and try again. If you have any questions, write them in this chat and our manager will contact you (you can also add your company’s opening hours)
Refund - sent if, after successful payment, the client requested a refund, or the payment system itself returned the payment.
Example of text you can use in your message:
{name} You have received a refund for your order "{order_title}" . They will be credited to your account shortly. Please provide feedback when the funds arrive to you. If you have any questions, write them in this chat and our manager will contact you. (you can also add your company's opening hours)
The same messages in this section can be added for recurring orders.
Recurrent
Open order with initial payment - sent when the recurring order is placed (after clicking on the "Buy" button in the offer);
{name} Your initial payment for the order "{order_title}" has been completed and is awaiting payment. If you have any questions, write them in this chat. (you can add the working hours of your managers)
Successful Initial Payment - Sent when the first payment has been successful. The first payment is not recurrent!
Congratulations {name}! Your initial payment for order "{order_title}" was successful. If you have any questions, write them in this chat and our manager will contact you. (you can also add your company's opening hours)
Initial payment unsuccessful - sent if the first payment is unsuccessful;
{name} Unfortunately, your initial payment for the order "{order_title}" failed:( Please double-check the availability of funds on the payment card, the limit for Internet payments and the correctness of data entry and try again. If you have any questions, write them to this chat and our manager will contact you. (You can also add your company’s opening hours)
Open subscription payment - sent when a recurring payment is activated;
Congratulations {name}! Payment for order "{order_title}" was successful. Thank you for your cooperation! If you have any additional questions, please contact us via chat. If you have any questions, write them in this chat and our manager will contact you. (you can also add your company's opening hours)
Successful payment - sent upon successful withdrawal of funds as part of a recurring payment;
Congratulations {name}! Payment for order "{order_title}" was successful. Thank you for your cooperation! If you have any additional questions, please contact us via chat. If you have any questions, write them in this chat and our manager will contact you. (you can also add your company's opening hours)
Payment payment was not successful - sent when the payment of a recurring payment was failed - if the withdrawal of funds was not successful;
{name} Unfortunately, payment for the order "{order_title}" failed :( Please double-check the availability of funds on the payment card, the limit for Internet payments and the correctness of data entry and try again. If you have any questions, write them in this chat and our manager will contact you (you can also add the opening hours of your company).
Payment completed - sent when the recurring order is successfully completed;
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The AI SUPPORT module is designed to set bot responses to messages and actions of subscribers. If the bot does not recognize a message, it will be added to the list of unrecognized messages. This list opens immediately after entering the AI Support section
Standard messages
1.1 Welcome message
1.2 Response to unrecognized message
1.3 Subscribe message (Viber)
1.4 Re-subscription message
1.5 Message about subscription prohibition
1.6 Service level feedback message
Order automation messages
2.1 Simple
2.2 Recurring
2.3 Partial
Unrecognized messages
3.1 Add unrecognized message to response database
3.2 Delete unrecognized message
Response automation
4.1 Smart responses
4.2 FAQ
4.3 Responses to FB comments
4.4 Responses to Instagram comments
1. Default messages
In this menu, you can set the bot's reactions to simple actions of the subscriber: first subscription, re-subscription, and a message the bot "doesn't know" how to respond to. In response to these actions, the bot sends a programmed message
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1.1 Welcome message
Triggers only on the user's first subscription
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It is not possible to set different welcome messages for different funnels in the "AI Support" section. However, you can add a specific welcome message to the first block of each funnel. In that case, do not add the Welcome message in "AI Support" |
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Example text that you can use in the welcome message:
Good afternoon {name}, my name is Lilu! I am your virtual assistant for the http://LEELOO.Ai platform. In this chat, I am ready to answer all your questions 24/7.
In the next message, you will receive the information you subscribed to
1.2 Response to unrecognized message
Triggers when the bot receives a message from the user that is not listed in the "Smart responses" and "FAQ" databases. It is sent once every three minutes. If the bot does not recognize a message from the subscriber once, and then the subscriber sends the unrecognized message again, the bot will not respond a second time. The bot will only reply to a new unrecognized message after three minutes have passed since the first one.
You can view unrecognized messages in the AI Support section, under the "Response to unknow message" tab
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For each messenger, messages need to be created separately. Use export or synchronization mode in the message constructor |
Example text that you can use in the response to unknow message
{name}, unfortunately, I didn't recognize your request) I'm still learning to communicate with people.
Your message has been forwarded to the support agent.
Working hours are from 9:00 to 19:00 (GMT+2) on business days.
In the meantime, you can explore the "Menu Button"
1.3 Subscribe message (Viber)
This message is used when working with Viber. When subscribing through LGT, the user will receive this message, where they will be prompted to press a button. Only after that, the subscription to the funnel will take place. The message format is always text + subscription button
Example text that you can use in the subscription message for Viber
Please confirm the subscription by clicking the "Subscribe" button
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1.4 Resubscription message
A message sent to a subscriber when they try to subscribe to a funnel they are already subscribed to. Re-subscription will occur only after clicking the button in this message
Example text that you can use in the re-subscription message
You are already subscribed to this newsletter, would you like to subscribe again?
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1.5 Unsubscription prohibition message
This message is sent to users who try to subscribe to a funnel they are already subscribed to, but re-subscription to this LGT is prohibited.
Example message: 'You are already subscribed to this newsletter, re-subscription to this newsletter is not available.'
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The client will not be able to subscribe to the newsletter again This functionality is created to prevent duplicate subscriptions from clients |
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1.6 Service level feedback message
A message sent to the subscriber when closing the dialogue with the "Rate form message" mark. Both the text and the button labels can be modified
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2. Order automation messages
"Order automation messages" are sent to clients when the order status changes
Depending on the type of order, there are 3 groups of messages
Simple - messages about the status of regular orders
Recurring - messages about the status of recurring orders
Partial - messages about offers with partial payment functionality
2.1 Simple
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Order - sent when the client clicks the payment button in the offer. The first status assigned to the order upon creation.
Example text that you can use in your message:
"Congratulations {name}, your order "{order_title}" has been created and is awaiting payment! If you have any questions, feel free to ask them in this chat. (You can also add your company's working hours)"
Successful payment - sent when the client successfully completes the payment.
Example text that you can use in your message:
"{name}, the payment for your order "{order_title}" was successful! Our manager will contact you shortly. (You can also add your company's working hours)"
Transaction failed - sent if the transaction was declined for any reason.
Example text that you can use in your message:
"{name}, unfortunately, the transaction for your payment {order_number} has failed:( Please check the availability of funds on your payment card, the limit for online payments, and the accuracy of the entered data, then try again. If you have any questions, please write them in this chat, and our manager will contact you. (You can also add your company's working hours)"
Refunded - sent if, after successful payment, the client requested a refund or the payment system refunded the payment.
Example text that you can use in your message:
"{name}, a refund has been issued for your order "{order_title}". The funds will be credited to your account shortly. Please provide feedback once the funds are received. If you have any questions, feel free to write them in this chat, and our manager will contact you. (You can also add your company's working hours)"
2.2 Recurring
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Initial opened - sent when a recurring order is placed (after clicking the "Buy" button in the offer)
"{name}, your initial payment for the order "{order_title}" has been created and is awaiting payment. If you have any questions, feel free to write them in this chat. (You can also add your managers' working hours)"
Initial resolved - sent when the first payment is successful. The first payment is not recurring!
"Congratulations {name}! Your initial payment for the order "{order_title}" has been successfully processed. If you have any questions, feel free to write them in this chat, and our manager will contact you. (You can also add your company's
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working hours)
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Payment not successful - sent when, after a series of automatic attempts to withdraw funds from the payer’s card, the payment failed due to insufficient funds or a payment limit..
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Initial rejected - sent if the first payment fails.
"{name}, unfortunately, your initial payment for the order "{order_title}" has failed:( Please
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check the availability of funds on
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your payment card, the limit for
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online payments, and the
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accuracy of the entered data
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, then try again. If you have any questions, feel free to write them in this chat, and our manager will contact you. (
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You can also add your
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Partial
Open - sent when placing an order with the “payment in installments” function (after clicking on the “Buy” button in the offer);
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company's working hours)"
By subscription opened - sent when a recurring payment is activated.
"Congratulations {name}! Payment for the order "{order_title}" has been
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successfully processed. Thank you for
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your cooperation! If you have any additional questions,
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feel free to reach out in the chat. (You can also add your company's
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working hours)"
Rejected - sent if the order with the "payment in installments" function was failed or rejected by the manager;
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By subscription resolved - sent when funds are successfully deducted for a recurring payment.
"Congratulations {name}! Payment for the order "{order_title}
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" has been successfully processed. Thank you for your cooperation! If you have any additional questions,
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feel free to reach out in the chat. (You can also add your
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company's working hours)"
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By subscription rejected - sent when the
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payment for a recurring transaction fails due to unsuccessful funds deduction.
"{name}, unfortunately, the payment for order "{order_title}"
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has failed :( Please check the balance on your payment card, the limit for online payments, and the accuracy of the entered data, and try again. If you have any questions, write them in this chat, and our manager will
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get in touch with you. (
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You can also add your company's
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working hours)."
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Recurring ended - sent
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when the recurring order is successfully completed.
"CONGRATULATIONS {name}! The payment for your order "{order_title}" has been completed in full! Thank you for your cooperation! If you have any questions, write them in this chat, and our manager will
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get in touch with you. (
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You can also add your company's
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Start of partial payment - sent when placing subsequent partial payments for an order (after clicking on the "Buy" button in the offer);
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working hours)."
Recurring failed - sent when a series of automatic attempts to deduct payment from the payer's card fails due to insufficient funds or payment limits.
"{name} Unfortunately, the payment for the order "{order_title}" has failed:( Please check the availability of funds on your payment card, the internet payment limit, and the accuracy of the entered data, and try again. If you have any questions, write them in this chat, and our manager will
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get in touch with you. (
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You can also add your company's
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working hours)
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2.3 Partial
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Opened – sent when an order with the "installment payment" option is placed (after clicking the "Buy" button in the offer)
{name}
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Your order number "{order_title}"
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has been created and is awaiting payment. Thank you for
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being with us! If you have any questions, please write them in this chat and our manager will
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get in touch with you. (you can also add your company's
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working hours)
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Rejected – sent if the order with the "installment payment" option was failed or rejected by the manager
{name} Unfortunately,
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the payment for
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your order "{order_title}" was unsuccessful :( Please
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check the
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balance on
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your payment card, the internet payment limit
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, and the correctness of the entered data
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, and try again. If you have any questions, please write them
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in this chat and our manager will contact you. (you can also add your
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For each messenger you need to create messages separately. Use export or synchronization mode in the message designer |
A distinctive feature of order status messages is an additional set of variables that can be used in these messages:
{name} - if you insert this variable into a message, the subscriber will receive his name;
{order_title} - if you insert this variable into the message, the subscriber will receive the name of the ordered offer;
{order_price} - if you insert this variable into the message, the subscriber will receive the offer price;
{order_currency} - if you insert this variable into the message, the subscriber will receive the offer currency;
{order_status} - if you insert this variable into the message, the subscriber will receive the current order status.
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Unrecognized messages
The list of unrecognized messages opens as soon as you go to the “AI SUPPORT” section. Messages from subscribers to which the bot does not know the answer are automatically added to the table of unrecognized messages. When receiving an unfamiliar message, the bot sends the client a response to the unrecognized message, and places the user’s message in this list. The most recent ones are at the top of the list.
When you click on the text of a message, a chat with the author of the message will open so you can quickly reply to the message and also see the context.
Adding an unrecognized item to the answer database
An unrecognized message can be added to the FAQ or Smart Replies database. To do this, click on the “Add to database” button to the right of the unrecognized message. A window will open:
1.
Select the category in which you want to add a message - "FAQ" or "Smart Replies".
The categories do not differ in functionality; they are separated only for convenience;
2. Select the tunnel whose subscribers will receive the smart reply.
To select a tunnel, start typing its name. If you leave the field blank, the response will be valid for all tunnels (Default Responses);
3. Select an existing response group to which you want to add a message, or if the message does not fit into any of the existing groups, or you yourself want to add a message to a new group, create a new response group.
After selecting the options and clicking the "Save" button, the message will disappear from the list of unrecognized messages and will be added as a keyword to the selected or created response group.
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Automation of responses
This menu is designed to automate the bot's responses to customer messages.
The menu is divided into three categories:
Smart answers;
FAQ.
Replies to FB comments
Smart Answers and FAQ
The categories are identical in functionality. The only difference is in the application. Categories consist of groups. A group contains a set of keys and answers.
The key is the trigger word. If the bot receives this word or phrase, then in response it sends one of the answers from this group. There can be several keys in each group.
The response is the bot's reaction to the trigger. There may be several answers, then they will be sent one by one, in a circle. The first time the first answer will come, then the second, etc. After the last answer, the circle will begin again. If a user's message contains two keys from the same group, only one response will be received.
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Первым ответом считается тот, который был добавлен раньше. Он будет последним в списке ответов. |
Adding an automated response
To add a new automated response:
Select the category in which to post the answer (Smart Answers or FAQ);
Select the tunnel within which the automated response will operate. The answer will only work for subscribers of the selected tunnel. If you do not select, then the answer will be valid throughout the company for subscribers of any tunnels (Default answers). Even if the subscriber is not subscribed to any of the tunnels, the default responses will still work;
Click on the Create group button;
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Enter a group name. You can leave the Group title, but it is better to enter a specific one, so that later you can navigate which answers are in which groups;
Enter the key. The key can be text or a phrase. After entering the text (key), click on “Add” or press the Enter key.
If such a key is found in a subscriber's message, one of the responses from this group will be sent to him. To remove keys, use the "x" at the right edge of the key. You can add as many keys as you like. They are displayed below the input line. Please note that if the keyword contains any special characters, the smart answer will not work.
Click on Add answer;
Click on a message to edit it. Will open
8. In the message designer, edit and save the message:
- Logic for sending smart responses for different tunnels
If a subscriber is subscribed to a tunnel, conditionally "Evergreen", and smart replies are set for this tunnel, then smart replies that are set for this tunnel will be sent to him.
If a subscriber is subscribed to several tunnels, then smart replies will come from all tunnels to which he is subscribed;
If the same key is added for several tunnels, but the responses to it are set differently in these tunnels, then the subscriber will receive the response that is set for the last tunnel to which he subscribed.
Example: In the "Evergreen" and "Launch" tunnels, the answer to the key "what is the price" has been added. The subscriber first subscribed to "Evergreen", then to "Launch". I wrote to the bot “what is the price”. The response will come for the "Launch" tunnel:
- Similar logic if the same key is set both in “Default responses” and for another tunnel, for example, “Evergreen”: the smart response set for the “Evergreen” tunnel will be sent.
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Adding a list of keywords
If you have a whole list of keywords (for example in Excel) that you want to add to a group, then you can easily do this without the need for manual entry. For this:
Copy the list of keywords from your document and paste into the insert keywords field. Keywords must be separated by a comma. For example: how are you, what are you doing, how is it, how is life.
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Click on "Add Answer" or press Enter. As a result, four keywords (phrases) will be added:
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It is not necessary to copy the list from some document. You can enter keywords manually, but be sure to separate them with commas. |
Replies to FB comments
You can set an automatic reply that will be sent to the user in the messenger if he comments on a post on your public Facebook page. You can go even further and make sure that if a subscriber responds to such an automatic response, subscribe him to a specific tunnel.
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company's working hours)
Resolved – sent when the order has been fully paid or manually confirmed by the manager
CONGRATULATIONS {name}! Your payment for the order "{order_title}" has been completed! Thank you for your cooperation! If you have any questions, please write them in this chat and our manager will contact you. (you can also add your company's working hours)
Refunded – sent if after a successful payment, the customer requested a refund or the payment system itself refunded the payment
{name} A refund has been processed for you. The funds will be credited to your account shortly. Please provide feedback when the funds are credited to you. If you have any questions, please write them in this chat and our manager will contact you. (you can also add your company's working hours)
Invoice opened – sent when subsequent partial payments for the order are made (after clicking the "Buy" button in the offer)
{name} You have successfully made the first payment for the order "{order_title}". Thank you for your cooperation! If you have any questions, please contact us in this chat. (You can also add your company's working hours)
Invoice resolved – sent when a partial payment is successfully processed
{name} The partial payment for the order "{order_title}" was successful! Thank you for your cooperation! If you have any questions, please contact us in this chat and our manager will get in touch with you. (You can also add your company's working hours)
Invoice rejected – sent when a partial payment fails
{name} Unfortunately, the partial payment for the order "{order_title}" was unsuccessful:( Please check the availability of funds on your payment card, the internet payment limit, and the accuracy of the entered data, then try again. If you have any questions, please contact us in this chat and our manager will get in touch with you. (You can also add your company's working hours)
| Info |
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For each messenger, you need to create messages separately. Use export or synchronization mode in the message constructor |
The distinctive feature of order status messages is the additional set of variables that can be used in these messages:
{name} - if you insert this variable in the message, the subscriber will receive their name
{order_title} - if you insert this variable in the message, the subscriber will receive the name of the ordered offer
{order_price} - if you insert this variable in the message, the subscriber will receive the price of the offer
{order_currency} - if you insert this variable in the message, the subscriber will receive the currency of the offer
{order_status} - if you insert this variable in the message, the subscriber will receive the current status of the order
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There is an option to use separate order status messages for each offer |
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3. Unrecognized messages
The list of unrecognized messages opens as soon as you enter the "AI SUPPORT" section. Unrecognized messages are automatically added to the table, which are the ones the bot doesn't have a response for. When the bot receives an unfamiliar message, it sends the response to the user about the unrecognized message and adds the user's message to the list. The most recent ones appear at the top of the list
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When you click on the message text, a chat with the message author will open, allowing you to quickly respond to the message and also view the context
3.1 Adding an unrecognized message to the answer database
An unrecognized message can be added to the FAQ or Smart Answers database. To do this, click the "Add to database" button on the right side of the unrecognized message. A window will open:
After selecting the parameters and clicking the "Save" button, the message will disappear from the unrecognized list and will be added as a keyword to the chosen or newly created answer group
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Choose the category you wish to add the message to - "FAQ" or "Smart Answers".
The categories do not differ in functionality; they are only separated for convenience.
Select the tunnel for which the smart answer will apply.
To select a tunnel, start typing its name. If you leave the field empty, the answer will apply to all tunnels (Default answers).
Select an existing answer group to add the message to, or if the message doesn't fit into any existing groups, or if you want to add it to a new group, create a new answer group.
3.2 Deleting an unrecognized message
If you want to delete a message from the unrecognized list, click on it. If you want to delete a list of messages at once, select them and click "Delete"
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4. Response automation
This menu is designed to automate the bot's responses to customer messages.
The menu is divided into four categories:
Smart responses
FAQ
Responses to FB comments
Responses to Instagram comments
4.1 Smart responses
The "Smart responses" category allows you to set up automatic replies to trigger words or keywords for your tunnel. This category is identical in functionality to the FAQ category. The only difference is in the application: this category is used for automating responses within your sales tunnels, while the FAQ category is for automating interactions with the bot, such as responses to user greetings, chat queries, etc. The categories consist of groups. A group contains a set of keywords and replies
To set up an automatic response and subscription to a tunnel, follow the instructions
4.2 FAQ
The "FAQ" category allows you to set up automatic replies to trigger words or keywords in chats when interacting with users. This category is identical in functionality to the "Smart responses" category. The only difference is in its application: this category is used to automate interactions with the bot, such as responses to user greetings, chat queries, and so on. "Smart responses" are intended for automating your sales funnels. The categories consist of groups. A group contains a set of keywords and replies
To set up automatic replies and subscriptions to the funnel, follow the instructions
4.3 Facebook comments responses
You can set up an automatic reply that will be sent to a user via Messenger if they comment on a post or reel on your public Facebook page. If necessary, if the subscriber replies to such an automatic reply, you can subscribe them to a specific funnel and block by linking an LGT smart response and adding it to the automation settings
To set up an automatic reply and subscription to the funnel when commenting on a Facebook page post, follow the instructions
4.3 Replies to Instagram comments
You can set up an automatic reply that will be sent to a user via Messenger if they comment on a post or story on your Instagram page. If necessary, if the subscriber replies to such an automatic reply, you can subscribe them to a specific funnel and block by linking an LGT smart response and adding it to the automation settings
To set up an automatic reply and subscription to the funnel when commenting on an Instagram page post, follow the instructions