CONSULTATION ON STOP KEYWORDS AI ASSISTANT

[rfchong]

Hello!

Is there a way that when the user writes to the “AI Assistant” the texts from “Stop Keywords” say a message like “We are connecting you to a human agent...” so that they don't simply disconnect and there is a previous message?

 

[Preeti Paryani]

Hello @rfchong,

Thank you for your query. At the moment, if a user sends a stop keyword, the AI Assistant will typically stop and the chat status will change from AI Assistant to Intervene. No additional message can be triggered directly upon receiving a stop keyword.

However, you can achieve a similar outcome in a different way. Instead of configuring it as a stop keyword, you may include the phrase in your knowledge base. This way, if the user types such a message, the assistant can automatically respond with something like “We are connecting you to a human agent shortly”.

 

[rfchong]

Thank you. But the suggested solution will not put the item in the "Intervened" queue which is what we are monitoring. Correct?

 

[ArshilAhmad]

No, it won’t. The user will have to type the stop keyword to change it to intervene status.