AI Agent Greeting Rules

Greetings are the first thing that happens when an AI agent gets assigned to an issue. This article specifically looks at the greetings tab and covers common questions as well as order of events.

To start things off, you can find the greetings tab on the right side bar of your AI Agent:

This article gives a good first overview on what you can do in this tab. Best practice for greetings are defined in the article above. In general, try to make it context dependent and not too static to avoid greetings that doesn't fit the circumstances. The Send external message action will always send the exact same message body. If you want some variation, leave the external message body out and define your greeting in plain english:

You can always try this out with an agent in QA mode.

FAQ

I don't want to double message (greetings & answer), how do I avoid that?

• Leave out the greeting in the first place

I want to adjust my greeting based on a certain sources

• Add an issue specific field condition in the greetings section:

  

What happens if the agent doesn't know the answer? Does it greet the customer anyways and then escalates?

• No the agent would directly follow the escalation flow. If you want to, you can define different message patterns for different escalation scenarios (customer has received a message vs. customer hasn't received a message) in the escalation section of your agent.