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Chat Assistant Integration in Live Chat

Enhance your customer support with the Chat Assistant feature in Flexito OmniAI. This AI-driven tool helps you craft quick, intelligent responses during live chats, improving efficiency and ensuring high-quality support. Discover how to set it up and make the most of its capabili

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Enhance your customer support with the Chat Assistant feature in Flexito OmniAI. This AI-driven tool helps you craft quick, intelligent responses during live chats, improving efficiency and ensuring high-quality support. Discover how to set it up and make the most of its capabilities.

The Chat Assistant is an AI-driven tool integrated with the Live Chat feature of Flexito OmniAI. It allows users to quickly generate smart responses for ongoing conversations, boosting efficiency and support quality. Follow these steps to set up and use the Chat Assistant.

Step 1: Open the Live Chat Window

  • Go to the Live Chat section on your Flexito OmniAI platform.

  • Choose a conversation from the list on the left side.

Step 2: Access the Chat Assistant

  • Find the Assistant button, marked with a robot icon, below the message input box in the chat interface.

  • Click the Assistant button to open the Chat Assistant panel.

Step 3: Use Custom Prompts

A. Enter a Custom Prompt

  • In the Chat Assistant window, there is an editable field for entering prompts.

  • Provide detailed instructions or context for the AI to generate a response. Examples include:

  • “Write a polite message apologising for the delay in resolving the user’s issue.”

  • “Explain the refund policy in simple terms.”

B. Select a Predefined Prompt

If you have predefined prompts set up, you can choose one directly by clicking the Select button in the corner.

  • For instance, you might have options like:

  • Apology for Delayed Response

  • Order Status Update

  • Refund Policy Explanation

  • Once you select a title, the corresponding prompt will automatically fill the “System Message” text field.

Step 4: Create New Predefined Prompts (Optional)

To make your workflow even more efficient, you can create custom predefined prompts directly in the Chat Assistant:

  1. In the Chat Assistant window, click the “+ New” button.

  1. Enter the following details:

  • Title: A concise name for the prompt (e.g., "Delivery Delay Apology").

  • Prompt Content: Detailed instructions for the AI (e.g., "Apologise for the delivery delay and assure the customer it will arrive soon.").

  • Click Save to store the predefined prompt for future use.

The new prompt will now appear in the list under the “Select” lightbox.

Step 5: Generate the Response

  • After entering the prompt, click the Generate button.

  • Wait a few seconds for the AI to create a suggested response based on your input.

Step 6: Review the AI-Generated Message

  • The generated message will appear in the text box.

  • Check the content to ensure it matches your intended tone and context.

  • If necessary, adjust the message directly in the input box.

  • Alternatively, click Regenerate to have the AI create a new response.

Once you're satisfied with the message, click the “Use Suggestion” button.

Step 7: Send the Response

  • Return to the live chat window and click the Send button to deliver the response to the user.

Additional Tips

  • Customise Prompts for Specific Scenarios:

Use detailed prompts to guide the AI for better results, such as "Explain the solution step-by-step" or "Write a message thanking the user for their patience."

  • Maintain Consistency with Brand Tone:

While the AI generates responses, always ensure they align with your company’s communication style.

By following these steps, you can effectively use the Chat Assistant to enhance your live chat interactions and offer faster, smarter, and more personalised support to your customers.