AI Reply — detailed breakdown of the step
Unlike a regular Send Message, AI Reply does not send prewritten text. AI generates a reply when a message is received from the user. AI Reply is used for: communicating with the user handling objecti
Unlike a regular Send Message, AI Reply does not send prewritten text. AI generates a reply when a message is received from the user.
AI Reply is used for:
- communicating with the user
- handling objections
- qualification
- registration
- collecting information
- moving the user between Flow steps
AI Reply responds only after a user message: it analyzes the text, takes AI Settings and the settings of the current step into account, and then decides whether to stay on the step or move further through the Flow.
How AI Reply works
AI Reply is triggered only when:
- the user is on the AI Reply step
- the user has sent a message
After receiving the message, AI:
- analyzes the user's message
- takes AI Settings into account
- takes the Goal, AI Routing, and other step settings into account
- generates a reply
- determines whether to stay on the current step or move further through the Flow
What AI Reply consists of
AI Reply consists of five main blocks:
Block | What it is used for |
Goal | What AI should get from the user |
Legend | Additional context of the current step |
Reply Addition Info | Additional information for AI |
Skip transition blocking on first run | Automatically skip the step when conditions are met |
Goal — step goal
Goal explains to AI:
- what needs to be obtained
- what to guide the user toward
- what the task of the current step is
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Goal is not the communication style, but the actual goal of the dialogue.
Goal examples
Get user's country.Handle objection about price.Get user email for registration.How to write a Goal correctly
A good Goal:
- short
- specific
- clear
- describes one action
Bad example | Good example |
Help the user. | Get user's trading experience. |
One Goal = one task. If you try to solve several tasks at the same time, the AI starts responding less consistently.
Legend — additional step context
Legend inside AI Reply is a local addition to the Global Legend.
Legend helps the AI understand:
- the current situation
- the user's state
- the task of this step
- the conversation context
Legend examples
User is interested but unsure.Focus on trust and simplicity.User has objection about price.Focus on value and support.What is important about Legend
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Legend inside AI Reply does not replace the Global Legend or change the bot's personality; it only supplements the current step.
Global Legend defines the AI's overall role throughout the Flow. Legend affects only a specific step.
Reply Addition Info — additional information
Reply Addition Info is used for:
- facts
- variables
- links
- promotions
- user data
- additional context
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This is not the communication style or the bot's role.
Examples of Reply Addition Info
Promo code: SUMMER20Registration link: {{variables.regLink}}User came from Facebook campaign.Important points about Reply Addition Info
Keep the block short, specific, and free of unnecessary text.
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An overly long Reply Addition Info lowers the quality of AI responses: AI starts to lose focus, get confused by the context, and perform the Goal less effectively.
Skip transition blocking on first run
This setting lets you automatically skip the AI Reply step if the AI Routing conditions have already been met.
How Skip transition blocking on first run works
If enabled | If disabled |
AI can immediately move the user forward without asking the question again if the required data is already available. | AI will usually still send a message before the transition. |
When to use it
Useful if:
- the data is already in CRM
- the user has answered before
- there is no need to ask the question again
When it is better to turn it off
It is better to leave it turned off if:
- an AI response is needed at every step
- a greeting is important
- objection handling is important
- a mandatory dialog is required
Additional AI Reply settings
Field | What it is used for |
Title | Step name |
Delay | Delay before the reply |
Finish Status | Final status after the reply |
Hide keyboard | Hiding the keyboard from the previous step |
Is start step of flow | Start step |
Skip transition to next step | Complete blocking of the automatic transition |
Skip transition to next step
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Do not confuse Skip transition blocking on first run and Skip transition to next step.
Setting | What it does |
Skip transition blocking on first run | Affects only the first entry |
Skip transition to next step | Completely blocks the automatic transition |
AI Routings and AI Reply
In this case, AI:
- analyzes the meaning of the message
- selects the appropriate router
- moves the user to the required step
What you need to know
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AI Reply works only after a user message. AI Reply does not send fixed text. Goal defines the step’s task, AI Routing defines the conditions for moving to the next step, Legend provides context for the current step, Reply Addition Info provides facts and data, and AI Settings affect all AI Reply instances within the Flow.
Common issues
AI does not move forward
The issue is usually:
- AI Routing conditions are too strict
- the user's response is too vague
- a conflict between Goal and AI Routing
- the Skip transition blocking on first run feature is not enabled
AI moves on too early
The issue is usually:
- AI Routing conditions are too loose
AI replies off topic
Check:
- Goal
- Legend
- Reply Addition Info
- AI Settings
Frequently asked questions
Related
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