AI Support
The AI Support section is intended for setting 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 going to the AI Support section.
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Standard messages
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.
- For each messenger you need to create messages separately. Use export or synchronization mode in the message designer
- It is not possible to set different welcome messages for different tunnels in the "AI Support" section. But you can add a specific greeting message to the first block of each tunnel. Then don't add a Welcome Message to AI Support.
- You can also receive a welcome message by sending the command /show_greeting. Use it to test this message.
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.
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.
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)"
Transaction failed - sent if the transaction was rejected for some reason."
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;
CONGRATULATIONS {name}! Payment for your order "{order_title}" is complete! Thank you for your cooperation! 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 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..
{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 your company’s opening hours)
Partial
Open - sent when placing an order with the “payment in installments” function (after clicking on the “Buy” button in the offer);
{name} Your order number "{order_title}" has been completed and is awaiting payment. Thank you for being with us! 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)
Rejected - sent if the order with the "payment in installments" function was failed or rejected by the manager;
{name} Unfortunately, payment for the order "{order_title}" was unsuccessful :( 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)
Completed - sent when the order has been fully paid or manually confirmed by the manager;
CONGRATULATIONS {name}! Payment for your order "{order_title}" is completed! Thank you for your cooperation! 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;
{name} You have received a refund. They will be credited to your account shortly. Please give 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)
Start of partial payment - sent when placing subsequent partial payments for an order (after clicking on the "Buy" button in the offer);
{name} You have successfully made the first payment for order "{order_title}". Thank you for your cooperation! If you have any questions, please use this 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 partial payment - sent if the partial payment is successful;
{name} Partial payment for the order "{order_title}" was successful! Thank you for your cooperation! 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)
Failed Partial Payment - Sent if the partial payment was unsuccessful.
{name} Unfortunately, partial payment for the order "{order_title}" was unsuccessful :( 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)
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.
It is possible to use separate order status messages for each offer.
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.
Delete an unrecognized message
If you want to remove a message from the list of unrecognized ones, click on (X). If you want to delete a list of messages at once, mark them and click on “Delete”:
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.
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.
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.
Click on "Add Answer" or press Enter. As a result, four keywords (phrases) will be added:
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.
To set up an automatic reply and tunnel subscription when commenting on a FB page post, follow the instructions.