AI Agents - Responding to the Message that Opened the Conversation

How to make the AI agent start the conversation by replying to the lead's last message.

Prerequisites

To allow the agent to start by responding to the lead's message, some conditions must be met. They are:

1. The option "Greet the lead?" must be enabled, causing the AI to send a message as soon as it is triggered;

2. The agent must have been initialized through a Chatbot, with the trigger "The lead opens a new support ticket";

3. The block "AI Agent" be the first block in the Chatbot.

1 - Enabling "Greet the lead?".

2 - Configuring the trigger.

2 - Configuring the trigger.

3 - Adding the block in the Builder.

Testing the Agent

This trigger will activate the Chatbot and, consequently, the AI agent, as soon as the lead contacts you through the channel and account defined in the trigger, provided they do not have an active support ticket.

An important consideration about initializing the agent is that, with the option "Use previous messages" enabled, it will also consider messages sent in past support interactions, which provides greater accuracy in the responses.

Testing agent.