Response Agents
Response Agents enable you to respond to customer feedback in a highly customized and efficient manner. By creating a response agents, you can answer to your guests in your brand's tone of voice. The Agent page can be found under Settings>Agents.
Response Agent features
Each Response Agent can be configured with the following settings:
- Agent Name: This is the name you will select when using the agent to generate a reply.
- Instructions: Define specific guidelines for how the agent should reply, such as the desired tone (e.g., formal, friendly) and conciseness of the answers.
- Greeting: The opening instructions for the agent's reply.
- Sign-off: The closing instructions for the agent's reply.
- Emojis: The emojies you want the agent to use
- Contact Info: Information you can provide to encourage customers to maintain contact (e.g., website, phone number, email address,...).
You can create an agent by clicking the 'create agent' button. This will open the popup where you can configure the agent's instructions. similarly, you can click on an existing agent to open the instructions and update them.
If you click 'Generate agent', our AI will automatically create an agent for you in your brands tone of voice. It does so by looking at your historical Google reviews and how you answered them in the past. If you have not connected you Google account to Feedelity, or you have not enough historical review-answer pairs, then this feature will not work.
Smart Snippets
Smart Snippets are pieces of company-specific knowledge that your Response Agents can use when responding to customer feedback and questions. The AI will only include the Smart Snippet in a reply if it’s relevant to the customer’s feedback. Smart Snippets ensure that your Response Agent's replies are factual, consistent, and tailored to your business's specific information.
For example:
If your company does not accept reservations and a customer complains about being unable to book a table, a Smart Snippet can provide the correct information. The response might then clarify: “We don’t take reservations, we operate on a first-come, first-serve principle.”
You can create a smart snippet by clicking the 'create snippet' button. This will open the popup where you can configure the snippet's description. similarly, you can click on an existing snippet to edit or delete them.
Test Agents & Smart Snippets
You can test you configured Response Agents and Smart Snippets. Just select an Agent, enter a test customer feedback message en click 'generate response'.
