System Replies, unlike the intent replies, are not used to answer any queries. Instead, depending on the reply, the purpose is to:
- Welcome customers - Welcome Reply
- Inform customers when there are no agents to take the chat - Failed Escalation Reply
- Inform customers that their query is not understood - Default Reply
Welcome reply
Welcome Reply is a great way to set the tone when your customers reach out via chat. This can be set up in your CRM platform or Ultimate's Dashboard. The benefit of setting it up in the Dashboard is that you can build a holistic dialogue flow that is more intelligent than a standard text reply.
However, not all CRM platforms support this feature.
See the table below for details:
| No action needed | "Trigger Reply" action needed | In CRM platform only |
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Learn more about how to set it up here.
*Sunshine Conversation requires adding an additional snippet code to the widget. Learn more about it here.
Failed escalation reply
Failed escalation reply is used when no agents are available to answer the chat - this could mean that no agents are online, or the agents online were all busy and not able to take the chat.
Default Reply
Default reply is used when the bot is not confident to decide which intent should be triggered. The confidence threshold can viewed in Bot Settings by Client Admins.