How replies work

The bot picks what a customer reads; it does not write it. It chooses one of your replies. The words that go out are the ones you typed - unless you let the AI write a reply on "Pass to a person", and then it may write one when none of yours fits.

One reply

When should this be sent? - say what the customer WROTE, in their words. This is all the bot chooses on.
Versions - alternatives. One is picked at random, so asking twice does not give the same sentence twice.
Messages - inside a version, sent one after another, the way a person types "checking now" and then the answer.

Customer details

Under Advanced, a reply can say Only send once we know a detail, like a user ID, and After sending, look up a detail. A detail the customer tells us is asked in the chat; one your team checks passes the chat to them.

When a person is needed

When no reply fits, or a detail only your team can check is needed, the bot leaves an internal note saying why and passes the chat to your CS team in LiveChat. The customer first reads the message you wrote on "Pass to a person", if any. If a person writes in the chat while the bot has it, the bot steps back.

Saving

Each page saves on its own. Nothing you change reaches the bot until you press Save, and the save bar only appears once something has changed on that page.

Backup and restore

On the Replies page, the ... menu has Backup, which downloads every reply, the customer details, the first message and the take-over message as one file. Restore loads a backup over them and saves nothing: check it and press Save, or Undo changes. The file holds no settings and no access code, so it is safe to keep.

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