The Utility Automations are used to navigate the user in the case the AI assistant wasn’t able to understand their intent.
There are 3 types of utility automations:
This utility automation will be triggered if the AI assistant fails to understand the first message sent by your customer.
You can use it to set the conversational frame of the automation and help your customer navigate clearly through the conversation.
This utility automation will be triggered if the AI assistant fails to understand your customer’s intent during the conversation.
Knowing when to hand over control of the conversation back to an agent is crucial for creating a great conversational experience. To help, the Handoff automation will be triggered if the AI assistant fails to understand the customer’s intent even after the Fallback Automation has been triggered.
By default, this automation will resolve your customer’s inquiry by handing off the conversation to an agent. If you don’t have an agent, you can reset the automation at this point