CONSULTATION ON STOP KEYWORDS AI ASSISTANT

Hello!

Is there a way that when the user writes to the “AI Assistant” the texts from “Stop Keywords” say a message like “We are connecting you to a human agent...” so that they don't simply disconnect and there is a previous message?

Hello @rfchong,

Thank you for your query. At the moment, if a user sends a stop keyword, the AI Assistant will typically stop and the chat status will change from AI Assistant to Intervene. No additional message can be triggered directly upon receiving a stop keyword.

However, you can achieve a similar outcome in a different way. Instead of configuring it as a stop keyword, you may include the phrase in your knowledge base. This way, if the user types such a message, the assistant can automatically respond with something like “We are connecting you to a human agent shortly”.

Thank you. But the suggested solution will not put the item in the "Intervened" queue which is what we are monitoring. Correct?

No, it won’t. The user will have to type the stop keyword to change it to intervene status.