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Customize messages

The messages Mind Expression provides as default include greeting, fallback, restart, and ending messages. You can also customize them in Messages which you can find on the Scope details page.

Default Message

Greeting Message

This is the first message the end-user will receive upon interacting with the Conversational AI. For example: "Hi! How can I help you today?"

Fallback Message

When the user replied with an unrecognizable statement or incorrect input, the fallback will automatically respond back to the user. For example: "Sorry, I didn't get that, could you rephrase?"

Closing Message

Restart Message

Once the user has finished interacting with the Conversational AI, the Mind Expression will respond to the user saying if there is anything else it can help? It also suggests the user interact with more questions if they have more concerns.

Ending Message

If the user does not have any concerns left and decided to leave the conversation, the Mind Expression will respond that the session will be terminated. For Example: "Thank you. Goodbye!"

Accessing the Messages Tab

To customize messages, select a Scope to customize the messages for, and go to Messages. Then, select one of the selections (Greeting, Fallback, Restart, and Ending) on the left side of the screen.

Adding a Message

When you have selected which selection you want, simply click the button "+ Add Message" and the new text bar will appear. Inside, you can put your message and hit "Save" once done.

Editing a Message

Should you want to edit any among messages, simply click that message and edit it. If you are done, just click the "Save" button.

Templated Messages for Default messages

It allows you to have more customized messages having custom messages such as Text, Image, Cards, and Quick Replies. To access it, click the "Templates" Tab as shown on the screen.

Deleting a Message

To delete a message, simply click the selected message and hit the "-" button as shown in the highlighted red box. If you are done deleting a message, hit the "Save" button.

Revert customized messages to the default

In case you want to revert the customized messages back to default, click the "..." button as shown on the screen, then a Pop-up menu will appear to confirm. Click the "Revert" button to proceed.

Closing messages

At the Subject level, you can manage how the session will terminate by turning the Restart / Ending Closing on and off. When either closing is on, its preset message is sent to the customer when the session terminates. For detailed information on Closing, see Concepts: Subjects - Closing.

How to customize Closing messages

  1. 1.
    On the Subject details page, click Closing.
  2. 2.
    For Restart, turn the Restart toggle on or off.
  3. 3.
    For Ending, turn the Ending toggle on or off.
  4. 4.
    Click Save.

Escalation Messages

When terminating a subject, we have the option to escalate the conversation by enable the toggle button as seen in the image below.
The escalation message has two parts:
  1. 1.
    Confirmation - asks the user whether they want to have the conversation escalated or not.
  2. 2.
    Ending - provides confirmation to the users if the conversation has been escalated already.
Escalation Sample

How to customize Escalation Messages

Users can create messages for escalation of their own. Go to the messages section as mentioned above, then you will be able to see the escalation part on the left side of the screen.
As seen in the image below, escalation messages can also be customized in three different ways:
  1. 1.
    Random Texts - compose a list of messages which are going to be used randomly.
  2. 2.
    Template - use the four template messages as discussed above; text, image, cards, and quick replies.
  3. 3.
    Free - configure the message either through text or code.

Instagram Story Mention

Mind Expression CAIs can also be integrated with Instagram which is why it has an instagram story mention feature. This allows the CAI to automatically message the accounts who mentions the user in an instagram story.
Unlike escalation messages, we have two options to configure Instagram Story Mention.
  1. 1.
    Template - use the four template messages as discussed above; text, image, cards, and quick replies.
  2. 2.
    Free - configure the message either through text or code.