Guidance

The Chat guidance allows you to personalize your Chat to fit your exact needs.

Communication style #

Decide what style of communication should the chat use.

E.g. “Introduce yourself with a greeting and use friendly and easy-to-understand language.”

Content & clarification #

Configure how your Chat handles follow-up questions. Here you can add as many additional setting as you need by clicking on Add trigger

E.g. “Always ask follow-up questions to better understand the customer’s needs before potential results.”.

Frequently Asked Questions #

Provide the Chat with answers to specific questions that cannot be found, or are not clear enough, in your imported data.

Users don’t have to ask for the exact question you configure - any variations will still result in the type of answer you are providing. This allows you to choose the type of question and the general answer that the Chat should use when replying.

E.g. Question: “Do you have a discount code?” - Answer: “Yes! CLERK10 for 10 percent off.”

Escalation #

Configure when and how your Chat hands over to human agents.

E.g. “When user want to speak to a human, send an email to ´support@support.com´”