Summary
Want your AI Support Agent to take smarter actions based on customer behavior? This guide explains how to set up automated rules that help the AI detect specific situations, like when a customer asks for a human, when the AI can’t answer a question, or when a chat is successfully resolved. You'll also learn how to configure the right actions, like routing chats, sending custom messages, or updating the chat status.
Instructions
The AI Support Agent comes with 3 pre-defined rule types.
Note: These rules are turned off by default, but you can edit or enable them as needed. Once active, they allow the AI to automatically respond to different chat scenarios.
Available Rules for AI Support Agent
Here are the three rule types you can configure:
1. Detects when a customer wants to talk to a human
This rule identifies when a customer expresses a desire to speak to a human agent. Phrases like:
“I want to speak to your support executive.”
“Connect me to a human agent.”
...are recognized as triggers. Once detected, the AI will take the action you’ve set up, like routing the chat to a team.
2. Detects when the AI cannot answer a query
This rule activates when the AI Support Agent doesn’t have the answer. For example, if your AI is trained only on Wati-related topics but the customer asks a question about Facebook, the AI can’t respond confidently. Instead, it follows the action you’ve configured, such as sending a fallback message or transferring the chat.
3. Detects when a chat has been resolved
In this rule, the AI uses customer responses to figure out whether their issue has been resolved. Positive or confirming messages from the customer help the AI make this decision. Once a chat is marked as resolved, the AI can take follow-up actions like updating the chat status or tagging the conversation.
Actions the AI Support Agent can take
Once a rule is triggered, the AI Support Agent can carry out different actions:
Route chat: Send the chat to a specific team or team member.
Business plan users can use Round-Robin assignment when routing to a team.
You can also set a custom routing message. For example: "Sure, I understand you’d like to speak with our support team. I’m now passing this chat over to our customer support executive, who will help you further."
After routing, the AI Support Agent will no longer respond in that chat.
Start chatbot: Trigger a specific chatbot from your list.
Choose the chatbot you want to run.
After starting the chatbot, the AI Support Agent will no longer be active in that conversation.
Send a custom message:
Use this when the AI can’t answer a question but should stay on the chat.
You can define what message the AI sends to the customer in these cases.
Update chat status:
When a chat is resolved, the AI can update the chat status to Solved or Pending.
Add tags:
Automatically tag chats in Team Inbox.
Ideal for categorizing chats that the AI has marked as resolved.
How to set up a rule for AI Support Agent
Follow these steps to create or edit a rule:
1. Open the rule editor:
Click the edit icon next to an existing rule
Or click Create New Rule
2. Choose a trigger:
From the dropdown, pick what should trigger the rule (e.g., “Customer asks for human”)
3. Add a filter (optional):
Click Add Filter
Select a specific AI Support Agent or leave it blank to apply the rule to all AI Support Agents.
4. Set the action:
Click Action, then choose an Action Type (e.g., Route Chat, Start Chatbot, etc.)
Fill in the action details, such as choosing a chatbot or writing a custom message
5. Save and enable the rule:
Click Save changes
Switch the rule ON to activate it
By using these rules, your AI Support Agent can handle chats more intelligently and ensure a smooth support experience for your customers.
Frequently Asked Questions (FAQs)
AI Support Agent rules
1. What rule types are available for the AI Support Agent?
The AI Support Agent includes 3 pre-defined rule types:
Detect when a customer wants to talk to a human.
Detect when the AI cannot answer a query.
Detect when a chat has been resolved.
2. Are AI Support Agent rules enabled by default?
No. AI Support Agent rules are turned off by default and must be enabled before they become active.
3. What happens when a customer asks to speak with a human?
The AI Support Agent detects requests to speak with a human agent and performs the action configured in the rule, such as routing the chat to a team.
4. What happens when the AI Support Agent cannot answer a question?
When the AI Support Agent does not have a confident answer, it follows the configured rule action, such as sending a custom message or transferring the chat.
5. How does the AI Support Agent determine that a chat has been resolved?
The AI Support Agent analyzes customer responses and uses positive or confirming messages to determine whether the customer's issue has been resolved.
Actions and configuration
6. What actions can the AI Support Agent perform when a rule is triggered?
When a rule is triggered, the AI Support Agent can:
Route a chat to a team or team member.
Start a chatbot.
Send a custom message.
Update the chat status.
Add tags to the conversation.
7. What happens after the AI Support Agent routes a chat or starts a chatbot?
After routing a chat or starting a chatbot, the AI Support Agent stops responding in that conversation.
8. Can rules be applied to specific AI Support Agents?
Yes. When configuring a rule, you can apply it to a specific AI Support Agent or leave the filter blank to apply the rule to all AI Support Agents.
9. What chat statuses can the AI Support Agent set when a chat is resolved?
The AI Support Agent can update the chat status to Solved or Pending when a chat is marked as resolved.