Conversation Messages

Context

Example

1

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

• skill 1

• skill 2

• skill 3

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:

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

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.

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

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.

Select one to continue:

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

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...

You can type Exit or Cancel to stop.

Type Exit or Cancel to start over.

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

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

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

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

Self-Help Info

👋 Hi %s, I am Aisera Virtual Agent 🤓

I am Aisera Virtual Agent. How can I help you today?

Here are some ways to get started:

• skill example 1

• skill example 2

• skill example 3

Here are a few popular requests:

• skill example 1

• skill example 2

• skill example 3

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

Here are a few suggestions. Select one to continue:

Select one to continue:

I found this form that may help with your request:

I think this form may help:

Form(s):

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".

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?

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.

live_agent_message_user_disconnected

When the user ends the conversation with a live agent.

Your conversation with live agent has ended.

live_agent_message_yes

(Deprecated, No longer use)

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.

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.

message_feedback_request

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

Currently, we support emojis in buttons. But only the first two buttons will be accepted, the first button is for Yes, and the second button is for No

Did this help?    

Was I able to help?    

Did I help resolve your request?   

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:

multi_fulfillment_find_skills_also

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

Other relevant options:

Other options:

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 example 1

• skill example 2

• skill example 3

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?

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.

password_hint_message

When asking a user to enter a new password.

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

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:

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:

notification_ticket_resolved_kb_key

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

Here is what I found:

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

I think I’ve got a solution to your request: %s

notification_ticket_resolved_sc_key

When resolving users tickets with service catalog.

Suggested form:

recommendation_continue_context_message

A Virtual Assistant would remind about an unfinished task.

It looks like we haven't finished working on: '%s'. Would you like to resume?

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

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:

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.

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:

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:

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.

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]

How has your experience been so far? 

[ ] [ ] [] [] []

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.

silent_request_answered

Slack silent listening mode: 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 am sending you a DM with related information. Please respond to it so I know what to do next!

silent_request_preamble

Slack silent listening mode: 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'

silent_request_resolved

Slack silent listening mode: when a user marks the Virtual Agent’s respond as helpful.

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

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.

slack_form_reset_password_button

Slack only: Password reset button label.

Reset Password

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.

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.

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?

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.

silent_mode_skill_preamble

In silent listening mode, when Aisera is able to find a single Skill to help user’s request from a public channel. This message will be used as a pre-amble before the Skill’s button in the DM to the user.

Click on the button below:

Click on the button below to start:

fail_to_continue_closed_conversation

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.

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

silent_request_agent_notification

Slack silent listening mode: after escalation, when returning the conversation history between an end user and a bot to the agent.

Here is the conversation history with $USER on '$QUESTION'

routing_to_live_agent

When starting a live agent session and before an agents picks up the conversation, showing that the conversation has been routed to agents.

Routing you to a live agent...

agent_joined_msg

When an agent picks up the conversation and joins the chat.

%s will be replaced by agent’s name

%s has joined the chat

live_agent_external_system_error_msg

When the external live agent system has issue and cannot find any available agent

Sorry, there are no available agents at the moment

agent_exited_msg

When an agent terminates the live agent conversation

%s will be replaced by agent’s name

%s closed the session

%s has ended the live chat

%s has closed the live chat

%s has closed the live session

%s has ended the conversation

agent_waiting_queue_update_msg

When a user is waiting for an agent, s/he can see the position in line.

(this data will be provided by the external live agent system)

%s will be replaced by the number of users waiting in the queue

There are %s people in front of you

agent_waiting_time_update_msg

When a user is waiting for an agent and the waiting time has changed

When the user is waiting for an agent, and his position in the waiting queue has changed

(this data will be provided by the external live agent system)

%s will be replaced by the estimated number of minutes

Support agent will be with you in %s minutes

agent_typing_msg

When an agent is typing, showing a notification on user’s side

(this data will be provided by the external live agent system)

%s will be replaced by the agent’s name

%s is typing...

user_continue_confirm_message

When Bot has multiple fulfillments and a tenant is configured with Action first, Bot will use Flow’s preamble message to engage with a user. But the flow’s preamble message won’t have Would you like to proceed? since flow’s preamble message also will be used when flow fulfillment directly matched. So we need to combine Flow’s preamble message with this message together

Note: I understand you want to access application. is from flow message and Would you like to proceed? is from this message key

agent_waiting_queue_update_second_position_msg

User is 2nd in line waiting for a live agent to join.

There is 1 person in front of you

agent_waiting_queue_update_top_position_msg

User is next in line waiting for a live agent to join.

You are next in line. An agent is joining soon

conversation_history_bot_label

When conversation history is generated as part of escaltion to create ticket or live agent init message, this is the bot Label that is replaced with.

Aisera:

Buddy Bot:

conversation_history_user_label

When conversation history is generated as part of escaltion to create ticket or live agent init message, this is the user Label that is replaced with when message is of value : ${user.FirstName!=''?user.FirstName:user.EmailId}@%requestTime:

${user.FirstName!=''?user.FirstName:user.EmailId}@%requestTime:

User:

Customer :

agent_request_file_sharing

Live Agent requests the user to upload a file.

Agent has requested a file from you

agent_cancelled_file_sharing

Live Agent has cancelled the file uploading request

Agent has cancelled a file sharing request

live_agent_message_user_disconnected_ticket_id

The user ends the conversation with a live agent. And a ticket id will be appeded to the message, which was created during the conversation. %ticketId will be replaced by the ticket id.

Your conversation with Live Agent has ended. Your case ID is %ticketId

live_agent_message_download_transcript

Live Agent Message that give a hint to let user download conversation transcript

Please click the button to download the transcript

download_transcript_button_label

Label of the download conversation transcript button

Download

low_confidence_answer_preamble

PreAmble message for conversation response if it’s coming from exception handling (no valid intent)

I am not quite following your question - \'$QUESTION\', but I am trying my best.

live_agent_connection_timeout_fallback_button_label

The label of the button which will show when connection to live agent timeouts

Submit a request