System Messaging

Sammie Stephens Updated by Sammie Stephens

On this page you'll find:

Acronyms

No-Match Message

Feedback Message

Offline Chat Message

Welcome Message



Acronyms

Acronyms help Capacity's AI respond to chat inquiries. Add acronyms specific to your industry and frequently used acronyms to boost the power of your knowledge base.

acronyms
  1. Navigate to Knowledge Base.
  2. Click System Messaging under Knowledge Library.
  3. Select Acronyms.
  4. Click Add in the top right corner.
  5. Type in the acronym and its corresponding term.
  6. Adding a definition is optional.
Remember that an acronym is an abbreviation formed from the original letters of its word. Do not use the acronym table for synonyms. For example, Kleenex® should not be entered in for Tissue in this table.


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.


Offline Chat Message

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.


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.
Authenticated Web Concierges can only use a single Simple Message Card as the Welcome Message.
Third Party Interfaces (Slack, Teams, etc.) do not allow for the use of a Welcome Message.

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