Using suggested replies and actions in Conversations

Overview

nausicaä, gaiia's AI for customer service, can help your team answer SMS conversations. When a customer texts you, nausicaä reads the thread, then suggests a reply, and sometimes an action such as a grace period or an identity check. Nothing is sent or changed until someone on your team reviews the suggestion and acts on it.

This article explains how to use, review and dismiss suggested replies, how to run suggested actions, and how to see past suggestions on a conversation.

Using a suggested reply

When a customer sends a message, a Suggested reply appears at the top of the message box. While nausicaä works, it shows "Reading the thread…" and then "Thinking…".

1. Read the suggested reply. To see why nausicaä wrote it, click Review.

2. Click Apply, or press Tab in the message box, to copy the suggestion into the message box.

   Applying a suggestion replaces anything you've already typed. Click Undo to bring back your own text.

3. Edit the reply as needed.

4. Click Send. Nothing is sent until you do.

If you don't want to use the suggestion, click Dismiss. You can also collapse the suggestion to a single line and expand it again.

When there's no suggestion

nausicaä sometimes decides not to suggest a reply. The message box then shows No reply suggested. Click Review to see why.

If nausicaä runs into an error, the message box says it couldn't draft a reply. You can still write and send your own reply as usual.

Using suggested actions

Along with a reply, nausicaä can suggest an action that resolves the customer's request. Each suggested action shows a description and, under Why this was suggested, nausicaä's reasoning. The action only runs when you click its button, and the thread records who clicked it and whether it succeeded.

Create a grace period

When a customer asks for more time to pay, nausicaä can suggest a grace period. A grace period moves the date the account becomes delinquent, so service isn't suspended before then.

1. Check the account's Current delinquent date.

2. In Extend by, enter the number of days. The New delinquent date updates as you type.

3. To pause automatic payments until the grace period ends, select Delay autopay until the grace period ends. Automatic payments resume once it ends.

4. Click Create grace period.

A grace period must be at least 1 day long and can't go past the maximum allowed by your billing settings. If billing refuses the length, gaiia tells you why so you can pick another date.

Verify the customer's identity

Before sharing account details over SMS, nausicaä can suggest verifying who you're talking to with a one-time PIN.

1. Click Send PIN. gaiia sends a one-time PIN to the account's primary contact. The PIN expires after a short time, 10 minutes by default.

2. Ask the customer to text you the PIN.

3. Enter it in PIN provided by customer and click Verify PIN.

See Verifying a customer's identity for more information on PIN verification, and Setting up account verification to turn it on for your organization.

Seeing past suggestions

A conversation keeps every suggestion nausicaä made on it. The suggestion history shows how many suggestions there were and, for each one, whether it was "Drafted", "Declined", "Failed", "In progress" or had no suggestion, newest first.