Unrecognized messages
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1. Introduction
Unrecognized messages — a Leeloo.AI feature that automatically collects subscriber messages the bot does not know how to answer. When the bot receives an unfamiliar message, it sends the client a fallback response and places the message into a dedicated list for further processing.
From this guide you will learn:
what the unrecognized messages list is and how it is populated;
how to view unrecognized messages and jump into the chat with the subscriber;
how to add an unrecognized message to the «FAQ» or «Smart Answers» response database;
how to delete messages from the unrecognized list.
2. Key terms
Term | Description |
|---|---|
Unrecognized message | A subscriber message that the bot could not match against the «FAQ» or «Smart Answers» response databases. |
FAQ | Automatic response database for bot conversations with subscribers (greetings, common chat queries, etc.). |
Smart Answers | Automatic response database for automation inside sales tunnels. |
Category | The response database type — «FAQ» or «Smart Answers». They are functionally identical and separated only for convenience. |
Tunnel | A message sequence that clients are subscribed to. A smart answer can be limited to a specific tunnel. |
Answer group | A set of keywords and the responses for them within a single category and tunnel. |
3. Interface overview
The «Unrecognized messages» section consists of three main elements: the unrecognized list, the «add to database» dialog, and the deletion controls.
3.1. Unrecognized messages list
The unrecognized messages list opens as soon as you enter the «AI SUPPORT» section. The table is automatically populated with subscriber messages that the bot could not answer. The most recent messages are displayed at the top.
Clicking on the message text opens a chat with the message author — so you can quickly reply and view the context.
3.2. Adding an unrecognized message to the response database
An unrecognized message can be added to the «FAQ» or «Smart Answers» response database. To do this, click the «Add to Database» button to the right of the message — a settings window will open.
After selecting the parameters and clicking «Save», the message will disappear from the unrecognized list and be added as a keyword to the selected or newly created answer group.
Select the category you want to add the message to — «FAQ» or «Smart Answers».
The categories are functionally identical and separated only for convenience.
Select the tunnel whose subscribers the smart answer should apply to.
Start typing the tunnel name to choose it. If the field is left empty, the answer applies to all tunnels (Default Answers).
Select an existing answer group to add the message to. If the message does not fit any existing group by meaning, create a new answer group.
3.3. Deleting an unrecognized message
To delete a message from the unrecognized list, click the trash icon to the right of the message. To delete several messages at once, select them and click the «Delete» button.
Deleted messages are not preserved in the system. If you want to keep the context for further work, add the message to the response database first.
4. Related guides
Guide | Purpose |
|---|---|
AI Support: configuring standard messages and response automation. | |
Chats — communicating with subscribers and viewing message context. |