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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
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entering the AI Support section
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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
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bot's reactions to simple actions of the subscriber
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: first subscription,
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re-subscription, and a message
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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
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Triggers only
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on the user's first
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subscription
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For each messenger you need to create messages separately. Use export or synchronization mode in the message designer
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It is not possible to set different welcome messages for different |
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funnels in the "AI Support" section. |
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However, you can add a specific |
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welcome message to the first block of each |
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funnel. In that case, do not add the Welcome message in "AI Support" |
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| Info |
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Example
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text that you can use in
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the welcome message:
Good afternoon {name}, my name is Lilu! I am your virtual assistant
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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
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receive the information you subscribed to
1.
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2 Response to
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unrecognized message
Triggers when
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the bot receives a message from the user that is not listed in the
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"Smart responses" and "FAQ" databases. It is sent once every three minutes. If the bot
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does not recognize a message from the subscriber
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once, and then the subscriber sends
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the unrecognized message again,
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the bot will not respond a second time. The bot will
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only reply to a new unrecognized message
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after three minutes have passed
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since the first one.
You can view unrecognized messages in the AI
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Support section,
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under the "
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Response to unknow message" tab
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| Tip |
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For each messenger |
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, messages need to |
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be created separately. Use export or synchronization mode in the message |
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constructor |
Example text that you can use in the response to
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unknow message
{name}, unfortunately, I
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didn't recognize your request)
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I'm still learning to communicate with people.
Your message has been forwarded to
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the support agent
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.
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Working hours are from 9
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:00 to 19
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:00 (GMT+2) on
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business days.
In the meantime, you can
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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
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they will be
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prompted to
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press a button. Only after
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that,
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the subscription to the
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funnel will
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take place. The message format is always text +
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subscription button
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Example
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text that you can use in
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the subscription message for Viber
Please confirm the
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subscription by clicking
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the "Subscribe" button
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1.4 Resubscription message
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A message sent to a subscriber when
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they try to subscribe to a
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funnel they are already subscribed to. Re-subscription will occur only after clicking
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the button in this message
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Example text that you can use in
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the re-subscription message
You are already subscribed to this newsletter, would you like to subscribe again?
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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
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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
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Simple - messages about the status of regular orders
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Recurring - messages about the status of recurring orders
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Partial -
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messages about offers with
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partial payment
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functionality
2.
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1 Simple
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Order - sent when the client clicks
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the payment button in the offer. The first status
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assigned to the order upon creation
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Example
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text that you can use in your message:
"Congratulations {name}, your order "{order_title}" has been
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created and is awaiting payment! If you have any questions,
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feel free to ask them in this chat. (You can also add your company's
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working hours)"
Successful payment - sent when the client successfully
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completes the payment.
Example
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text that you can use in your message:
"{name}
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, the payment for your order "{order_title}"
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was successful! Our manager will contact you shortly. (You can also add your company's
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working hours)"
Transaction failed - sent if the transaction was
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declined for
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any reason.
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Example
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text that you can use in your message:
"{name}
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, unfortunately, the transaction for your payment {order_number} 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.
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If you have any questions, please write them in this chat, and our manager will contact you. (
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You can also add your
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company's working hours)"
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Refunded - sent if, after successful payment, the client requested a refund
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or the payment system
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refunded the payment.
Example
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text that you can use in your message:
"{name}
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, a refund has been issued for your order "{order_title}".
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The funds will be credited to your account shortly. Please provide feedback
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once the funds
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are received. 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 company's
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working hours)
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The same messages in this section can be added for recurring orders.
Recurrent
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2.2 Recurring
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Initial opened - sent when
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a recurring order is placed (after clicking
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the "Buy" button in the offer)
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"{name}
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, your initial payment for the order "{order_title}" has been
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created and is awaiting payment. If you have any questions, feel free to write them in this chat. (
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You can also add
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your managers' working hours
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)"
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Initial
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resolved -
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sent when the first payment
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is successful. The first payment is not
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recurring!
"Congratulations {name}! Your initial payment for the order "{order_title}"
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has been successfully processed. 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 company's
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working hours)"
Initial
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rejected - sent if the first payment
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fails.
"{name}
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, 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
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in this chat, and our manager will contact you.
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(You can also add your
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company's working hours)"
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By subscription
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opened - sent when a recurring payment is activated
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"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 company's
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working hours)"
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By subscription resolved - sent
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when funds are successfully deducted for a recurring payment
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"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 company's
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working hours)
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"
By subscription rejected - sent when the payment
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for a recurring
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transaction fails due to unsuccessful funds deduction.
"{name}
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, unfortunately, the payment for
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order "{order_title}" has failed :( Please
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check the
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balance 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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, 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
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your company's working hours)."
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Recurring ended - sent when the recurring order is successfully completed
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"CONGRATULATIONS {name}!
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The payment for your order "{order_title}"
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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. (You can also add your company's
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working hours)."
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Recurring failed - sent when
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a series of automatic attempts to
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deduct payment from the
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payer's card fails due to insufficient funds or
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payment
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limits.
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"{name} Unfortunately, the 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 internet payment limit
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, and the
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accuracy of the entered data
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, 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
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company's working hours)."
2.3 Partial
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Opened – sent when
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an order with the
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"installment payment" option is placed (after clicking
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the
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"Buy" button in the offer)
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{name} Your order number "{order_title}" has been
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created and is awaiting payment. Thank you for 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)
Rejected
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– sent if the order with the "installment payment
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"
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option was failed or rejected by the manager
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{name} Unfortunately, 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 in this chat and our manager will contact you. (
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you can also add your
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company's working hours)
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Resolved – sent when the order has been fully paid or manually confirmed by the manager
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CONGRATULATIONS {name}!
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Your payment for
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the order "{order_title}"
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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
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working hours)
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Refunded – sent if
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after a successful payment, the
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customer requested a refund
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or the payment system itself
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refunded the payment
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{name}
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A refund has been processed for you. The funds will be credited to your account shortly. Please
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provide feedback when the funds
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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
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working hours)
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Invoice opened – sent when
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subsequent partial payments for
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the order are made (after clicking
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the "Buy" button in the offer)
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{name} You have successfully made the first payment for the order "{order_title}". Thank you for your cooperation! If you have any questions, please
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contact us in this chat
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. (
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You can also add your company's
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working hours)
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Invoice resolved – sent when a partial payment is
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successfully processed
{name}
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The partial payment for the order "{order_title}" was successful! Thank you for your cooperation! If you have any questions,
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please contact us 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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Invoice rejected – sent when a partial payment fails
{name} Unfortunately, the partial payment for the order "{order_title}" was unsuccessful:( Please
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check the availability of funds on
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your payment card, the internet payment limit
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, and the
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accuracy of the entered data
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, then try again. If you have any questions,
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please contact us 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
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company's working hours)
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| Info |
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For each messenger, you need to create messages separately. Use export or synchronization mode in the message |
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constructor |
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The distinctive feature of order status messages is
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the additional set of variables that can be used in these messages:
{name} - if you insert this variable
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in the message, the subscriber will receive
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their name
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{order_title} - if you insert this variable
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in the message, the subscriber will receive the name of the ordered offer
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{order_price} - if you insert this variable
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in the message, the subscriber will receive the price of the offer
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{order_currency} - if you insert this variable
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in the message, the subscriber will receive the currency of the offer
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{order_status} - if you insert this variable
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in the message, the subscriber will receive the current
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status of the order
| Info |
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There is an option to use separate order status messages for each offer |
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3.
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Unrecognized messages
The list of unrecognized messages opens as soon as you
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enter the "AI SUPPORT" section. Unrecognized messages are automatically added to the table
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, which are the ones the bot doesn't have a response for. When the bot receives an unfamiliar message,
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it sends the
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response to the user about the unrecognized message
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and
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adds the
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user's message to the list. The most recent ones
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appear at the top of the list
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When you click on the message text
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, a chat with the message author
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will open
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, allowing you
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to quickly
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respond to the message and also
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view the context
3.
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1 Adding an unrecognized
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message to the answer database
An unrecognized message can be added to the FAQ or Smart
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Answers database. To do this, click
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the
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"Add to
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database" button
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on the right side of the unrecognized message. A window will open:
1.
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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
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Answers".
The categories do not differ in functionality; they are only separated
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for convenience
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.
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Select the tunnel
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for which the smart
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answer will apply.
To select a tunnel, start typing its name. If you leave the field
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empty, the
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answer will apply to all tunnels (Default
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answers)
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Select an existing
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answer group to
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add
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the message to, or if the message
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doesn't fit into any
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existing groups, or if you
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want to add
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it to a new group, create a new
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answer group.
3.
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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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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,
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select them and click
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"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
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four categories:
Smart
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responses
FAQ
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Responses to FB comments
Responses to Instagram comments
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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
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: 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
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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.
| Info |
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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;
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:
| Info |
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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. |
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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
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a user via Messenger if they comment on a post
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or story on your Instagram page. If necessary, if the subscriber replies to such an automatic
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reply, you can subscribe
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them to a specific
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funnel and block by linking an LGT smart response and adding it to the automation settings
To set up an automatic reply and
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subscription to the funnel when commenting on
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an Instagram page post, follow the instructions