System Messaging

Welcome Message

The Welcome Message is triggered when the chat bot opens for the first time in a session. You can develop this conversation to:

• Welcome the user and preview the type of information available in the chat bot
• Invite the user to see a response to a frequently asked question
• Let the user file a ticket, start a live chat, or search the cloud drive

1. Navigate to Knowledge Base.
2. Click System Messaging under Knowledge Library.
3. Select Welcome Message.
4. Click the concierge you want to edit.
5. Click Edit Conversation in the top right corner.
6. Build the Guided Conversation, and click Save in the top right corner.

Fallback & No-Match Handling

We have a section that contains two System Messages, Fallback and No-Match as well as another group of settings for configuring our Clarifier feature. This section of settings are in place to give you control over how our system will handle inquiries that do not directly match something in the Knowledge Base. 

Clarifier Match Settings

The clarifier is a feature that can be enabled or disabled by Concierge. It is enabled by default. When enabled, you can configure the thresholds of match confidence for when it should be triggered. The confidence percentages are indicators of the system's confidence in the clarifier suggestions matching or understanding the user's intent based off of the inquiry.

The clarifier will display a "Did you mean?" prompt (or whatever text you have specified in your General Settings) and then display three suggestions to the user for matches based off of their inquiry. If the user selects "None of the above", then our system will move onto the Fallback System Message.

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Fallback Message

The Fallback Message is triggered when our system is not able to make a confident direct match or one through our clarifier. Prior to going to the No Match Message, this system message is designed to offer fallback solutions to providing an answer.

This conversation is automatically configured to:

• Detect if your organization has AI Tools enabled or not to determine if it can use Generative AI search and LLMs to identify an answer.
• If AI is enabled, but the bot is unauthenticated it can fallback to a web search of the URL specified in the Fallback URL field. Relevant search results can then be provided to the user.
  • For optimal results for AI-enabled organizations that have unauthenticated bots, it is recommended that you supply a Fallback URL. It must be a publicly accessible URL.
• If no fallback answers can be identified, then it will route to the No Match Message.

1. Navigate to Knowledge Base.
2. Click System Messaging under Knowledge Library.
3. Select Fallback Message.
4. Click the concierge you want to edit.
5. Click Edit Conversation in the top right corner.
6. Build the Guided Conversation, and click Save in the top right corner.

No-Match Message

The No-Match Message is triggered when the chat bot doesn’t know the answer to a question. You can develop this conversation to:

• Ask the chat user to rephrase the question
• Search Capacity Cloud Drive
• Create a Helpdesk ticket
• Start a Live Chat
• And much more...

1. Navigate to Knowledge Base.
2. Click System Messaging under Knowledge Library.
3. Select No-Match Message.
4. Click the concierge you want to edit.
5. Click Edit Conversation in the top right corner.
6. Build the Guided Conversation, and click Save in the top right corner.

Feedback Message

The Feedback Message is triggered when the user gives the response from the chat bot negative feedback (the thumbs down icon). You can develop this conversation to:

• Ask the chat user to rephrase the question
• Search Capacity Cloud Drive
• Create a Helpdesk ticket
• Start a Live Chat
• And much more...

1. Navigate to Knowledge Base.
2. Click System Messaging under Knowledge Library.
3. Select Feedback Message.
4. Click the concierge you want to edit.
5. Click Edit Conversation in the top right corner.
6. Build the Guided Conversation, and click Save in the top right corner.

Live Chat Fallback

The Offline Chat Message is triggered when the a live chat agent is not available to connect to the user. You can develop this conversation to:

• Ask the chat user to try again later
• Search Capacity Cloud Drive
• Create a Helpdesk ticket
• And much more...

1. Navigate to Knowledge Base.
2. Click System Messaging under Knowledge Library.
3. Select Offline Chat Message.
4. Click the concierge you want to edit.
5. Click Edit Conversation in the top right corner.
6. Build the Guided Conversation, and click Save in the top right corner.