A Virtual Assistant uses conversation messages when communicating with end-users in different situations.
Minimum requirements:
These are the minimum requirements from Aisera, however, you can modify the messages to match you company voice and tone.
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Neutral language. Don’t sound too apologetic. Give users solution, not apology
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Concise
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Remove jargon/technical words (e.g., words “skills”, “service catalog”)
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Look for opportunities to offer proactive assistance
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Variety of messages is good as it makes it sound less robotic
Name |
Context |
Example |
|
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:
|
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 🙂 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 with after an approval from the end-user’s manager. |
You will be notified once this request is approved. What else I can 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 | The respond to 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 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 🤓 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:
|
23 | intent_disambiguation_key | When 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 |
When the user ends the conversation with a live agent. |
Your conversation with live agent has ended. |
30 |
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.
|
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. Currently, we support emojis in buttons. But only the first two buttons will be accepted, the first button is for |
Did this help? Was I able to help? Did I help resolve your request? |
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.
|
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 |
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 I think I’ve got 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 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? |
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]
How has your experience been so far? [ |
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 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! |
53 |
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' |
54 |
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. |
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 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: |
62 |
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. |
63 |
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' |
64 |
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... |
65 |
agent_joined_msg |
When an agent picks up the conversation and joins the chat.
|
%s has joined the chat |
66 |
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 |
67 |
agent_exited_msg |
When an agent terminates the live agent conversation
|
%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 |
68 |
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)
|
There are %s people in front of you |
69 |
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)
|
Support agent will be with you in %s minutes |
70 |
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 is typing... |
71 |
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 |
![]()
Note: |
72 |
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 |
73 |
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 |
74 |
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: |
75 |
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: Customer : |
76 |
agent_request_file_sharing |
Live Agent requests the user to upload a file. |
Agent has requested a file from you |
77 |
agent_cancelled_file_sharing |
Live Agent has cancelled the file uploading request |
Agent has cancelled a file sharing request |
78 |
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. |
Your conversation with Live Agent has ended. Your case ID is %ticketId |
79 |
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 |
80 |
download_transcript_button_label |
Label of the download conversation transcript button |
Download |
81 |
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. |
82 |
live_agent_connection_timeout_fallback_button_label |
The label of the button which will show when connection to live agent timeouts |
Submit a request |
In addition to the above conversation messages. there is also “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.
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