Proactive messages

Proactive messages

Proactive messages are self-responsive messages from the VA after the customer's last interaction. Users can request self-response from VA for a variety of purposes.

For example: ask again if the customer is still interested in the product they asked about 1 week ago, and proactively respond when the customer stops interacting after saying hello to the VA.

To set up proactive messages, users follow these steps:

• Click on the Proactive Messages tab (1)

• At the display interface, select Create new (2)

The new proactive message creation interface includes the following items:

• Name: Name the proactive message for easy management.

• Expired_time: The amount of time since the customer's last interaction for the VA to proactively respond (For example: After the customer stops interacting for 10 seconds,...)

• Labeling: The labeling feature helps users manage relevant information contained in customer conversation content. For example: Label customer classification (New customers, potential customers,...)

• To provide a proactive response, the VA needs to refer to the content of the last conversation to determine what intent the customer stopped interacting with. Set up the reference as follows:

• Proactive messages: Choose a response for the VA (If you are unclear about how to create a response, you can see more about this in the Response.

After completing the proactive message creation, the user clicks on the activation iconto enable proactive messages.