AI Assistant conversing with customers

Automatic action: Use AI Assistant

Go to the Automatic Actions tab and click Add workflow.

To use the Assistant, select Use AI assistant under the actions.

Just in case, we ask you to provide an alternative message there, should the AI Assistant be unable to answer the customer's inquiry for some reason (the Alternative message if AI cannot answer field). The buyer might also not wish to interact with an AI – in this case, they will see the message entered in the Message when user chooses to contact an agent field.

In addition to alternative messages, you must also select the resource that the AI Assistant should use in that specific automatic action. This allows you to tailor the pool of information to the customer's query – for example, you can select only resources related to a specific Allegro account in the action, and specify in the conditions that the action should only run for tickets coming from that particular account.

If you want tickets handled by the AI Assistant to be automatically set to Closed status, check this option in the AI Settings. Note: if the user chooses to contact an agent, the ticket will not be closed, even if this setting is enabled.

Automatic action: AI Assistant failed

If for some reason the AI Assistant is unable to help the customer, in addition to sending an alternative message, it can also trigger another automation. This ensures that the customer's message definitely does not go unanswered.

To set up an automatic action for this scenario, select AI Assistant failed in the conditions. You can also add additional conditions (e.g., the integration the ticket comes from, business hours, etc.). In the actions, you can choose to, for example, assign an agent to handle that buyer, or send an email to notify you of the situation.

Disabling the AI Assistant in a selected ticket

If you want to take over a single conversation from the AI Assistant, you can do so by clicking Disable AI Assistant in the Quick Actions menu of the selected ticket. Your Assistant will continue to run in other tickets according to your active automations, but it will no longer respond in the specific ticket where it has been disabled.