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How to Customize Conversation Messages

  • Updated

Target Audience - Aisera UI Admin


Conversation Messages

A Virtual Assistant uses conversation messages when communicating with end-users in different situations. Conversations are app specific, therefore, they can be customized as needed for each app. By default all the conversation messages are the same for all the apps, with the exception of:

  • initial_greeting

  • initial_recommendations

  • banners

  • no_answer_message

How to Access Conversation Messages for an App

  1. From the top right dropdown menu, click Aisera Apps

 

  1. Select the app you want to see the conversations for
  2. At the bottom of the Aisera App Details page click on View App Conversation Messages. You will see the conversation messages for that specific app.

 

List of Default Conversation Messages

The actions are listed in column “Name” for which system will pick one to answer to that action. There is always one static message, but we recommend you to add more messages to any action. System will randomly pick one to show and this way the bot will seem less robotic and static.

Type of Conversation Messages

  1. Simple messages - These are string messages
  2. Complex messages - These messages can include
    • Links
    • Buttons
    • Dynamic values
    • Emojis
  1.  

How to Identify the Type of Message

If you try to update the conversation message and you do not see a rich text editor that means you can only have plain text.

In both types of messages, you can find some characters that start with “%”. These are the slot fillers which are the values the virtual agent receives and adds to the message to make it more personalized. For instance, in the following example %s is the name of the user who is chatting with the virtual agent.

  • Hi %s, I am the Aisera Virtual Agent

Simple Message Editor

Complex Message Editor

In the table below you can find the icons and their usage:

Icon

Usage

Bold the text

Italic the text

Create numeric ordered list

Create bullet point Unordered list

Insert link

Insert image URL

Insert video URL

Insert emoji

Insert/edit buttons

View HTML source code

To add more blocks of conversations. If there are more than one conversations, chatbot will randomly pick one to show.


Initial Greeting and Initial Recommendation

These two are the first messages that users will receive as soon as they start the conversation. If login is required to get access to the virtual agent, then you can use the user’s name in the greeting to make it more personalized.

For the initial recommendation, beside adding multiple conversation messages to make it sound more interactive and human-like to users, it is also important to use some good examples which are also the most popular questions within your domain. These options can be a URL to open another page, a button to click, or a video.

There is a search box on the Conversation Message screen which you can use to look for a specific message. Search for Initial “Recommendation” and then hover over that line until you see the pen icon. Click on Pen to open the edit page.

 

Add/Edit Buttons

  1. Label: the text that appears on the button
  2. Type:
    • Label Utterance: It will work as user types in the same label as text
    • Custom Utterance: It will work as user types in the value in third column in the screenshot above “Utterance / URL”
    • Open web Page: Will open a web page in a new tab
    • Redirect to Web Page: It is used in cases like integration with payment apps where a channel redirects to the url specified in the flow editor, and will pass the url where the destination app should redirect when it wants to go back to the channel
    • Post Message: This is to post JavaScript window messages to the page that hosts Web Chat
    • Utterance/URL: This will be the value that the virtual agent will take an action on

Export/Import Conversation Message

You can choose all or individual messages to export and then import to another app. If that message exists in the destination app, it will be replaced with the new one.

 

 

List of Default Conversation Messages

 

Name

Context

Examples

1

action_exception_hint_key

If an error happens during a flow execution.

Something went wrong while working on your request. Please reach out to the helpdesk.

2

approve_failure_message_key

If an error happens during "getting an approval" flow.

Something went wrong while working on your approval. Please reach out to the helpdesk.

3

approve_feedback_message_key

After manager approves a request.

Glad I can help. What else can I do for you today?

4

bot_not_trained

Could only occur in staging if an admin doesn’t setup a Virtual Assistant properly. It’s important that the Virtual Assistant recommends that

  an admin retrains the app.

Something went wrong. Please let an admin know to retrain this application.

5

conversation_error_message

If an error happens on the conversation server side when processing a request (common

  reason: not being able to recognize a phrase)

Looks like something isn't working. Try rephrasing your request or reach out to the helpdesk.

6

conversation_invalid_identity_message

Could only occur in staging if a channel to tenant mapping was not setup properly. It’s important to acknowledge the reason for an error.

Something went wrong.  Reach out to an admin mentioning channel to tenant mapping.

7

conversation_reordering_find_skill

This message appears only when a conversation policy is set to emphasizing skills over articles and highlights that a specific skill might be the solution to the request.

I believe this solution would help. Would you like to proceed with %skill ?

8

email_sms_help_message

E-mail & sms channels only: when an error occurs.

Sorry, I couldn't help with your request. You could try rephrasing, entering Help, or say things like:

 

    skill 1

 

    skill 2

 

    skill 3

9

exception_intent_handling_find_skills

When a Virtual Assistant did not find skills with high confidence levels, but still recommended a few options with lower confidence.

I found the following options that may help:

 

I found the following relevant options:

 

Ok, the following options may be relevant:

 

Ok, here are some options:

 

I think the following options may help:

 

Ok, here are a few suggestions:

10

exception_intent_handling_non_added_skill

When a Virtual Assistant recognizes user's intent, however the skill has not been imported locally and could not be activated.

Hmm, I couldn't understand your request. You could try rephrasing or entering Help for more options.

11

feedback_comment_on_no

In case a Virtual Assistant does not have an escalation path (e.g., live agent/ticket creation) and when a user considers the answer not helpful (selects "No" to the question "Was this helpful?").

Sorry I couldn't help you out this time. Try typing Help for more options.

 

Sorry I couldn't help you out this time. Please, contact the helpdesk.

 

Sorry I couldn't help with that. Please, contact the helpdesk.

12

feedback_comment_on_yes

When a user considers the answer helpful and selects "Yes" to the question "Was this helpful?"

"Great! Let me know if there is anything else I can do for you.

 

Thanks! Let me know how else I can help 🙂"

 

Thanks! Let me know how else I can help 🙂

 

Happy to help  🙌

 

Happy to help 🙂Let me know if there is anything else I can do for

  you.

 

 🙂 Let me know how else I can help.

13

flow_array_index_message_key

This messages is sent when a Virtual Assistant presents a list of items for the user to choose from.

Select one to

  continue:

14

flow_ask_approval_followup_message_key

A Virtual Assistant sends this message to let the end-user know that it would follow-up after an approval from the end-user’s manager.

You will be notified once this request is approved. What else can I do for you?

15

flow_execution_wait_message_key

Appears when a flow takes longer than the expected wait time. Default 3 seconds (configurable).

Got it! Working on it...

 

Just a moment. Working on it…

16

flow_exit_hint_message_key

A hint message that shows up in a flow to explain how to cancel it at any point. It is helpful in case users get stuck in a flow and would like to start over.

You can type Exit or Cancel to stop.

 

Type Exit or Cancel to start over.

17

flow_exit_message_key

This is the response when users type "Cancel" or "Exit" to cancel a flow.

Ok, let's start over. How can I help?

18

flow_resume_fail_key

Some flows require users click on a link to fill out a form outside of a Virtual Assistant channel (external flow). This message appears if an error happens during one of those external flow executions.

Something went wrong. Try asking your question again or reach out to the helpdesk.

19

flow_resume_success_key

Some flows require users to click on a link to fill out a form outside of a Virtual Assistant channel (external flow). This message appears when that flow execution processes successfully.

All done! Let me know how else I can help.

 

You're all set. What else can I do for you?

20

hidden_first_page_kb_button_label

A label for a button that is only visible when conversation policy is set to emphasizing skills over articles. On click, the button shows the relevant article(s).

Self-Help Info

21

initial_greeting

The initial greeting message from a Virtual Assistant.  Specific to an app.

👋 Hi %s, I am Aisera Virtual Agent 🤓

 

How can I help you today?i %s, I am Aisera Virtual Agent.

 

How can I help you today?

22

initial_recommendation

This message follows the initial_greeting. Initial recommendations typically have a message with a set of suggested action buttons. When providing multiple messages, a Virtual Assistant would alternate those. Specific to an app.

Here are some ways to get started:

 

    skill 1

 

    skill 2

 

    skill 3

 

 Here are a few popular requests:

 

    skill 1

 

    skill 2

 

    skill 3

23

intent_disambiguation_key

When a user's request is ambiguous and a Virtual Assistant provides a few options that have a high confidence score.

I think the below options may help. Select one to continue:

 

 Here are a few suggestions. Select one to continue:

 

 Select one to continue:

24

kb_find_service_catalog

When a Virtual Assistant provides options from Service Catalog.

I found this form that may help with your request:

 

I think this form may help:

25

kb_find_service_catalog_also

When a Virtual Assistant provides options from Service Catalog in addition to other options

  (skills, articles).

Form(s):

26

live_agent_connection_timeout

When a Virtual Assistant was not able to establish a connection with a live agent after a specific wait time (the wait time is configurable).

It looks like there aren't any support agents available at the moment. Try connecting later or submit a request by typing "Create Ticket".

27

live_agent_contact_fail

When a Virtual Assistant was not able to find a live agent. Reasons: outside office hours or no agent available at the requested time.

It looks like no one is available at the moment. Try connecting later or submit a request by typing "Create Ticket". How else can I help?

28

live_agent_fail_user_inactive

When a user is not (yet) on the list of users who can contact live agents.

Looks like your account [%email] has not been activated yet. New users are typically activated within 24–48 hrs. Try again later.

29

live_agent_message_user_disconnected

After a live agent session is over.

The support agent has ended the chat.

30

live_agent_message_yes

When a support agent accepts the connection request.

A support agent has joined and will be ready to chat in just a

  minute.

 

A support agent has joined and will be ready to chat in a moment.

31

live_agent_pre_fulfillment_msg

Last opportunity to prevent an escalation.

I'm happy to transfer you to a support agent. First, explain the problem in a few words.

32

message_feedback_request

Asking for feedback on whether the Virtual Assistant answer was helpful.

Did this help?

 

Was I able to help?

33

multi_fulfillment_find_skills

When a Virtual Assistant finds multiple skills to the user's request.

Here are a few things you can do:

 

Here are a few options:

 

Here are a few suggestions:

34

multi_fulfillment_find_skills_also

When a Virtual Assistant finds a few skills in addition to other answers.

Other relevant options:

 

Other options:

35

no_answer_message

When a Virtual Assistant was not able to find an answer to the question.

I can't find anything related to your question. Below are some of the most common requests we receive. Select one or try rephrasing your question.

 

    skill 1

 

    skill 2

 

    skill 3

36

notification_application_provision_key

When a Virtual Assistant notifies users that a  new application is available for them to install.

Good news! 🎉 We’ve got a new application. Would you like to install it?

37

notification_banner

WebChat only. A message located at the very top of a WebChat in the beginning of a session.

Remote Team Meeting Etiquette Tip

Turn video on so your team is more engaged.

 

 Outages:

 

💡Email Interruption Tonight at 11:00 PM ET

38

password_hint_message

When asking a user to enter a new password.

Enter a new password (min 1 uppercase & 1 lowercase letters).

39

notification_ticket_action_button_key

Ticket Concierge. When providing some options for users to update their ticket.

Here are a few options to update the request:

Update the request:

40

notification_ticket_resolved_action_key

Ticket Concierge. When resolving users tickets with an action skill.

Click on the button to start:

 

Click on the recommendation below:

41

notification_ticket_resolved_kb_key

Ticket Concierge. When resolving users tickets with a knowledge article.

Here is what I found:

42

notification_ticket_resolved_key

Ticket Concierge. When a Virtual Assistant sends a potential solution to the user’s request.

Good news! I think I found a solution to your request: %s

 

   

43

notification_ticket_resolved_sc_key

When resolving users tickets with service catalog.

Suggested form:

44

recommendation_continue_context_message

A Virtual Assistant would remind the user about an unfinished task.

It looks like we haven't finished your request: '%s'. Would you like to continue working on it?

45

recommendation_has_result_message

A Virtual Assistant would highlight that the list of tasks it recommends is based on the previous request.

Based on your last request, here are some relevant options:

46

reset_password_fail

This message appears if the password requirements were not met.

It looks like the password requirements were not met. Please try again. 8 characters min, 1 lowercase letter, 1 uppercase

  letter, 1 number, no parts of your username.

47

resolution_note_header_message

Email only: the text in a header that is based on ticket resolution notes.

Here is some helpful information:

This information might help:

48

search_multiple_results

When returning an answer with multiple knowledge articles.

Ok, I think this might help:

 

 "Here is something I found:

 

 I found some relevant information.

 

 I think one of these would help.

 

Ok, here are some suggestions:"

49

search_results_key

When returning an answer with one knowledge article.

I think this might answer your question.

 

Ok, here is something I found:

 

Here is some information:

 

I think this information would help.

 

I think this would help.

50

session_feedback_survey_question

When asking for feedback (1-5 stars) at the end of a chat session.

➡️ How has your experience been so far?

 

 Poor-Ok-Good-Very Good-Excellent

51

session_feedback_survey_response

Responding to the feedback a user left.

Thank you! I appreciate your feedback.

 

Thank you. Your feedback is helping me learn.

52

silent_request_answered

Slack only: when responding to a user's question in a general slack channel.

Hi {user}, I've sent a DM on your request. Let us know if you have any questions.

 

 Hi {user}, I've sent you a DM with the next steps.

 

 👋 {user}, I've sent you a DM with the next steps. Let us know if

  you have further questions.

 

 👋 {user}, I am sending you a DM with related information. Please

  respond to it so I know what to do next!

53

silent_request_preamble

Slack only: when returning an answer to a user's question in the direct channel.

Hey {user}! this

  may help answer your request: '$QUESTION'

 

 Hey {user}! This might help with your request: '$QUESTION'

 

 Hi {user}! This information could help with your request: '$QUESTION'

 

 Hi {user}! This might help with your request: '$QUESTION'

54

silent_request_resolved

Slack only: when a user marks the Virtual Agent’s response as helpful.

{user} rated my answer as helpful. Marking this as resolved.

55

slack_form_password_reset

Slack only: asking to reset a password.

Follow the link to set a new password.

 

Click on the link to set a new password.

56

slack_form_reset_password_button

Slack only: Password reset button label.

Reset Password

57

ticket_SOR_not_found

When a ticket was not found in the system of record because the system of record was not

  setup.

I wasn't able to connect to the ticketing system. Please reach out to the helpdesk.

58

too_many_match_item_key

Virtual Assistant asking for clarification when too many results matched user's input.

I found too many results to your question: '%s'. Please rephrase and make it more specific.

 

I found too many results. Please rephrase your request to make it more

  specific.

 

Please rephrase your request and make it more specific.

59

user_input_clarification_message

Asking for clarification.

No problem. Could you please confirm?

 

No problem. Could you choose the relevant option?

 

Got it. Could you please confirm?

60

user_input_retry_message

When a Virtual Assistant asks a user to re-enter his/her choice since the previous one is invalid (e.g., getting numbers when an email

  address is expected).

Something went wrong. Please re-enter or type Cancel to start over.

61

silent_mode_skill_preamble

In silent mode, when Aisera is able to find a single Skill to help a user's request from a public channel, this message will be used as a preamble before the Skill’s button. Something like:

Click on the button below:

 

Click on the button below to start:

62

fail_to_continue_closed_conversation

User has a conversation, and tries to reply to a option/conversation which is already closed, conversation server responds with this message asking the user to re-enter a new request[a][b][c]

We have finished this conversation. If you want to start a new conversation, please type your question.[d]

 

 

In addition to the above conversation messages, there is also a “Fallback” intent in apps which is carried out if no specific intent is matched. Here is an example:

Here is the flow:

The flow typically contains just one block, which gives a reply that is structured like a conversation message.

 

 

Minimum requirements

These are the minimum requirements from Aisera, however, you can modify the messages to match

your company’s voice and tone.

  • Neutral language. Don’t sound too apologetic and give users solutions
  • Concise
  • Remove jargon/technical words (e.g., words “skills”, “service catalog”).
  • Look for opportunities to offer proactive assistance.
  • Variety of messages is good as it makes it sound less robotic.

   If you’d like to learn more about conversational design, check out Google Conversational Design.

 

 [a] This is for channels (e.g., Slack/MS Teams, etc.), where a conversation history is preserved. In this case, an end user tries to click on one of the options from the previous session, that had already finished. Because that session is over, the bot can not get back with the proper answer and instead uses a default message asking the end user to retype the question.

[b] I got this list from the confluence page, could you please update this doc with the correct explanation?

[c] You probably got if before I was able to update that new conversation message. The message in my comment is the correct one.

[d] Better phrase 

"I noticed you interacted with a request from our previous session. I am happy to help, but please retype your request."

AISERA Inc. Confidential and Proprietary. Do not distribute. Copyright © All Rights Reserved. 1121 San Antonio Road, Suite C202, Palo Alto, CA 94303 | info@aisera.com |(650) 667 4308  This document is for authorized use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, or any other party. If you are not the intended recipient, then please promptly delete this message and any attachment and all copies and inform the sender.

 

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