|
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]
|
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