CX Genie
  • Introduction
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    • Workflow
      • Module Explaination
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      • Workflow Components
        • Text and Image Button: Create Text and Image message
        • Message with actions
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        • Form submit
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    • Bot learns from Conversations
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  • Live Chat
    • Overview
    • List of Conversations
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  • Ticket (Subcription Feature)
    • Ticket List
    • Create Ticket(s)
    • Edit / Update the Ticket
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  • Marketplace
    • Custom Authentication V2.0
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      • E-commerce Store
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    • White Label
    • Help Desk
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  • Main Flow
    • How AI handles incoming messages.
    • Bot Learns from Conversations by Editing Auto Suggestions
    • Bot learns from conversations immediately
  • Create your chatbot by using templates
    • SAAS Template
    • Agency Template
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    • From a Scratch
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    • Chatbot Completion
    • Escalate to a Human Agent
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  • Referal
    • Referal of CX Genie
  • Mailbox
    • How to integrate
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Escalate to a Human Agent

When your chatbot cannot answer the question. Then make it notify live agent (if online) or collect the contact from client (if offline).

PreviousChatbot CompletionNextChat/tickets

Last updated 10 months ago

  • When your bot cannot answer the question, you can decide the next step for your bot - just type your prompt.

  • Access to the Workflow -> Create Workflow -> Choose Trigger Condition -> Tick "Trigger by action" -> Choose "When the bot does not know the answer"

  • Click on the component -> Choose "Select condition" -> Choose "At least one human agent is online", you can find how to set online/offline .

  • Choose the action for the condition if true or false (online or offline)

  • The flow will work: if at least one human agent is online, they will be notified. If not, send a ticket to the customer to fill out the information.

  • See more @ Notify agent & Create Ticket(s).

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