Plan requirement
| Subscription | Any plan |
| Access | Admin |
The replies the agent uses when things go wrong. Nobody reviews them, and they are what customers see at the worst moment.
Find and edit them
- Open the AI agent's replies.
- Look at the system replies.
- Edit the text of any of them.
- Test by deliberately triggering each one.
What they cover
- The agent did not understand.
- It cannot help with this.
- The conversation is being handed to a person.
- Nobody is available right now.
- Something went wrong.
Why they matter more than the rest
Every other reply is read by somebody being helped. These are read by somebody who is not, and that is when tone either salvages the exchange or ends it.
The default texts are serviceable and generic. Twenty minutes rewriting them is the highest-value twenty minutes in the whole configuration.
Each one should offer a next step
"I did not understand that" is a dead end. "I did not understand that. Try telling me in a few words what it is about, or say 'agent' and I will pass you to somebody" is not.
Do not apologise repeatedly
One apology, then the route forward. A reply that is mostly regret reads as evasion, particularly to somebody who is already annoyed.
Be honest about waiting
If handover means a wait, say roughly how long. A customer told it may take a few hours will wait; one told nothing will send three more messages.
Trigger every one
Deliberately, in a test conversation. These are the replies you never see by accident, which is why they are the ones still carrying defaults two years on.
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