The agent said something wrong
Correct the customer, fix what your agent knows, and test it again.
Steps
- Open Inbox, press All, and open the chat.
- Correct the customer: pick Reply directly, Reply, then resume AI, or Answer to AI, type the right answer, and press Send.
- Fix what your agent knows: open Your agent, then Answers, search for the answer, press Edit, change it, and press Save.
- If it must never do or say something, press Add answer and pick Something it must never do, or A phrase it must never say.
- To answer a topic yourself every time, add it to Always hand off on these topics in Voice and handoffs, then press Save rules.
- Open Test your agent, ask the same question, and check the reply.
- Still wrong? Email hello@dm-desk.com and tell us which chat.
Good to know
- Reply directly pauses your agent on that chat until you hand it back. Reply, then resume AI and Answer to AI send your reply and leave it unpaused, even after a takeover.
- On Instagram, you can reply within 24 hours of the customer's last message.
Transcript
The agent said something wrong
Narrated by an AI voice.
[Title card: The agent said something wrong.]
When your agent gets something wrong, start in your Inbox.
Press All to see every chat.
Open the chat. Say your patio is closed this week, but your agent told this customer dogs are welcome there.
First, correct the customer. Pick Reply, then resume AI.
Type the right answer.
Press Send. Your reply goes out, and the AI stays unpaused on this chat.
Then fix what it knows. Open Your agent.
Open Answers.
Search for the answer it used.
Press Edit.
Change the answer.
Press Save.
Your agent uses it right away.
If it should never do or say something, press Add answer.
Then pick Something it must never do, or A phrase it must never say.
Want to answer a topic yourself every time?
Add it to Always hand off on these topics, then press Save rules.
Now test it. Open Test your agent.
Ask what the customer asked.
Press Send.
Check the new reply. Nothing here reaches a customer.
Still wrong after that? Email hello@dm-desk.com and tell us which chat.
[End card: dm-desk.com/help]