🧠AI Reply Agent
Overview
"AI Reply Agent" is an AI customer service node in the conversation script. It can understand customer questions based on the knowledge content provided by the business, search for relevant information, and generate natural customer service replies.
Compared with using fixed keywords or prebuilding every Q&A pair, the AI Reply Agent can understand different ways of asking and the surrounding context, so it is suitable for:
Frequently Asked Questions (FAQ)
Product inquiries
Delivery and logistics
Membership system
Return and exchange policy
Store and service information
Other customer service questions with clear business knowledge references
For example, the knowledge base has already established:
"After payment is completed, the item is expected to ship within 3 to 5 business days."
When the customer asks:
"I paid yesterday. About when will it be shipped?"
The AI Reply Agent can understand that the customer is asking about shipping time, search for relevant knowledge, and generate a reply in a natural customer service tone.
Possible reply methods
The AI Reply Agent will automatically choose the appropriate message format to reply to the customer based on the customer's question, the data found, and the conversation context.
General text reply
The AI answers customer questions in natural language based on the knowledge content found.
Product carousel message
When the customer asks about a specific product, a product category, or has a product recommendation need, a product carousel can be generated together with the searched products, showing up to 10 products.
Quick reply message
The AI can provide up to 3 clickable follow-up questions, allowing the customer to directly choose what they want to learn next.
General text reply
General text is the AI Reply Agent's primary reply method.
The AI will generate a reply based on the customer's question and the relevant data found, for example:
Customer:"How long after paying for your product will it be shipped?"
AI:"After the order payment is completed, shipment is expected to be arranged within 3 to 5 business days."
If a "conversation role" is set, text replies will also be presented with the corresponding tone and style according to the role settings.
Product carousel message
When the customer's question is related to products, such as asking abouta specific product, a certain type of product, or wanting to find a product that meets their needs, the AI Reply Agent can present related products with a product carousel in addition to the text reply.
For example, when the customer asks:
"Do you have any products suitable for sensitive skin?"
If products matching the question are found, the system can present related products through a product carousel, allowing the customer to view product information directly, showing up to 10 products.
The product carousel can reduce the steps customers need to take to search for products themselves, and extend product inquiries from text replies to product browsing.
The products actually displayed will depend on the product data found in this search. If no matching products are found, a product carousel message may not be generated.
Quick reply message
After the AI finishes answering, it can provide up to 3 quick reply options, guiding the customer to continue asking related questions.
For example, after answering a delivery question, you can continue with:
View shipping fee details
Can a delivery time be specified?
How do I check my order status?
Customers can directly click an option to continue the conversation without retyping the full question, which helps them explore the next piece of information while reducing typing effort.
How to use the AI Reply Agent?
After entering the "Conversation Script" editing interface, add an AI Reply Agentnode at the position where AI should handle customer questions.
Generally, you can place the AI Reply Agent after events such as "customer sends a message."
For example:
After the customer's message enters the node, the system will look for relevant information according to the node's configured data sources and understand the customer's current question together with recent conversation context.
If the knowledge content is sufficient to answer, the system will generate a customer service reply; if no clear answer can be obtained, follow-up processing will be performed according to the node's "no answer" settings.
Feature settings
After adding the AI Reply Agent, you can configure functions such as data sources, no-answer handling, conversation role, image analysis, waiting message, and customer feedback.
Data source
Determine which data the AI can use to find answers
You can choose knowledge base, products, or other supported knowledge sources. The AI will only search within the specified data range for relevant content.
Specify knowledge base category
Limit the scope of the knowledge base the AI searches
Suitable for businesses with a large amount of knowledge, allowing specific flows to search only related categories and reducing the chance of retrieving irrelevant knowledge.
Default reply when there is no answer
Set the reply when the AI cannot confirm an answer
When no relevant data is found, or the current data is insufficient to form a definite answer, this message can be shown.
Allow AI inference when there is no answer
When there is no definite answer, still generate a more natural explanation of limitations or next-step guidance
The AI must still rely on the knowledge that exists currently; it does not mean it can invent nonexistent policies, prices, or services on its own.
Reply with knowledge base share link
Allow AI to reply with URLs from knowledge content
If the knowledge source contains a complete URL, the AI can provide that URL to the customer as well.
Conversation role
Set the AI customer service role and brand tone
Control the tone, wording, and brand style of replies without changing the business knowledge itself.
Enable image analysis
Analyze images uploaded by customers
Images will first be analyzed by AI, and the analysis results will be used to help understand the issue and search the business knowledge.
Waiting message
Display a prompt while AI is processing
You can set the waiting message content and delayed display time to reduce customers sending repeated messages while waiting.
Enable feedback
Collect customer ratings after the answer
Options such as "Helpful / Not helpful" can be displayed to observe the quality of AI replies.
Feedback message
Introductory text before the feedback options
For example, "Did the above information solve your problem?".
Feedback options
Set positive and negative feedback
You can customize the text shown to customers and the feedback value actually recorded by the system.
Use specified variable
Use content saved from a previous flow as the AI search query
Suitable for advanced flows where data is processed by other nodes first and then the result is provided to the AI Reply Agent.
📚 Data sources
Set which data sources the AI Reply Agent should search to find information related to customer questions.
The following data sources are currently supported:
Knowledge base
Search articles and content already established in the FIRST LINE knowledge base
FAQ, service policies, operation instructions, delivery and return/exchange rules, etc.
Product
Search established product information
Product descriptions, specifications, product-related questions, etc.
Externally uploaded resources
Search external data that has been uploaded and provided for AI use
Product documents, service instructions, or other supplementary materials
You can choose one or more data sources according to the purpose of the AI Reply Agent.
For example, if this node is mainly used to answerreturn/exchange, payment methods, and delivery policies, you can choose "Knowledge base"; if you also need to answerproduct information and product specifications, you can add "Products" as well.
How to choose data sources?
It is recommended to select only the data sources related to the current customer service scenario, so the AI will prioritize searching for answers from relevant content.
For example:
General FAQ: Choose "Knowledge base"
Product inquiries: Choose "Products" + "Knowledge base"
Product operation issues: Choose "Knowledge base" + "Externally uploaded resources"
If you use the knowledge base, you can also pair it with "Specify knowledge base category" to further narrow the search scope.
🗂️ Specify knowledge base category
If the business knowledge base contains a lot of content, you can further limit the AI to search only specific categories.
For example, the knowledge base includes:
Membership system
Product information
Delivery and logistics
Returns and exchanges
Store information
Internal SOP
If this conversation script is specifically handling after-sales issues, you can limit the search scope to "Returns and exchanges" and related categories.
This can reduce the chance of the AI retrieving content unrelated to the current customer service scenario.
For example:
Membership customer service
Membership system
After-sales service
Returns/exchanges, after-sales service
Delivery issues
Delivery and logistics
Product issues
Product information
General customer service FAQ
Multiple external customer service knowledge categories
❓ Default reply when there is no answer
Set the default message to reply to the customer when AI cannot obtain a clear answer from the data source.
For example:
"We could not find information that matches your question. You can try asking in a different way or contact customer service for help."
It is recommended to provide a clear next step in the default reply, such as asking the customer to restate the question, view other service information, or be directed to a human agent, to avoid the customer dropping off after the AI cannot answer.
If "Allow AI inference when there is no answer" is enabled, the system may instead let the AI generate a more natural reply or guidance; if you want the content set here to always be used when there is no clear answer, it is recommended to turn this feature off.
✨ Allow AI inference when there is no answer
Set the default message to reply to the customer when AI Whether to still use AI to generate a reply when a clear answer cannot be obtained from the data source.
On
When there is no clear answer, the AI still generates a reply or provides next-step guidance based on the information currently obtained.
Scenarios such as general customer service, product inquiries, and FAQs where flexible AI replies are acceptable.
Off
When there is no clear answer, do not use AI to generate an inferred reply; instead, display the "Default reply when there is no answer".
Scenarios such as finance, healthcare, legal, and important policies where the reply content needs tighter control.
For example, if the AI finds "For bulk purchases, please contact the business service window" but does not find actual discount information, enabling this feature allows the AI to generate a reply and guide the customer to contact the business service window; when disabled, the configured "Default reply when there is no answer" will be used.
How to choose?
If the customer service scenario allows the AI to provide more flexible explanations or guidance based on existing information, you can enable this feature.
If the reply content involvesfinance, healthcare, legal, or other high-risk information, it is recommended to disable this feature. When the data source does not have a clear answer, using the default reply directly or arranging another customer service flow can reduce the risk of incorrect replies caused by speculation or uncertain information.
🔗 Reply with knowledge base share link
Set whether the AI should also provide, when answering customer questions, the public link to the knowledge article generated by the FIRST LINE system, allowing the customer to open the article and view the full content.
On
When the AI answers using a knowledge base article, it can also provide the public share link for that knowledge article.
Off
The AI will not provide the public share link to the knowledge article generated by the system when replying.
For example, a customer asks about the return/exchange process, and the AI uses the "Return and Exchange Policy" knowledge article to generate the answer. After enabling this feature, in addition to directly answering the customer's question, it can also provide the public link to that knowledge article so the customer can view the full explanation.
👤 Conversation role
Choose the "conversation role" used when the AI replies.
After setting it, the AI will generate replies according to the role'spersonality and style settings, making customer service interactions more lively and presenting a communication style that fits the brand or usage scenario.
For example, you can create different roles for different service scenarios:
Friendly and lively brand customer service
Professional and concise product consultant
Relaxed and natural social media editor
After selecting a role, the same knowledge content may use different tones, wording, and expression styles to reply to customers depending on the role settings.
When is it suitable to use?
If you want the AI to not only answer questions but also present a clearer brand personality and interaction style, you can set a conversation role.
If you value answer consistency and accurate presentation of knowledge content more, it is recommended to avoid setting a role personality that is too complex or too free-form.
🖼️ Enable image analysis
After turning on "Enable image analysis," the AI can recognize the content of images sent by customers and provide relevant replies together with the customer's question.
Suitable for:
Product or packaging identification
Product labels and text information
Screenshots of operating screens or error messages
Photos of documents or forms
Other customer service scenarios that need to be understood together with images
For example, if a customer sends a product photo and asks, "How do I use this?" the AI can refer to the image content and relevant knowledge to provide an answer.
If you want the AI to focus especially on specific information in the image, such as the product name, model, or error code, you can further configure it with an "image analysis prompt."
⏳ Waiting message
AI search and answer generation usually takes some processing time.
You can set a "waiting message" to show a prompt to customers while the AI has not yet finished processing.
For example:
"We are looking up relevant information for you, please wait a moment."
The waiting message can be configured with:
Message content
Delay seconds
The purpose of setting a delay is to avoid showing unnecessary waiting prompts when the AI finishes answering very quickly.
If the actual AI response is usually very fast, it is not recommended to set the waiting message too aggressively; otherwise the customer may first receive "looking up" and then immediately receive the answer, increasing unnecessary message volume.
👍 Enable answer feedback
After enabling "Enable feedback," feedback options can be shown after the AI finishes answering, allowing customers to provide opinions on the answer.
For example:
Did the above information solve your problem?
Helpful
Not helpful
You can combine "feedback message" and "feedback options" to customize the explanatory text and option content shown to customers.
The collected feedback can be used later as a reference for reviewing AI reply performance and improving knowledge content.
📝 Feedback message
The "feedback message" is the text displayed before the feedback options.
For example:
"Did this answer solve your problem?"
"Was the above information helpful to you?"
It is recommended to use a short, single-purpose question.
Not recommended:
"Was this answer correct, complete, fast, and in line with your expectations?"
Because even if the customer chooses negative feedback, it is hard to determine which part was actually the problem.
✅ Feedback options
You can set the following for positive and negative feedback:
Display text
Actual recorded value
For example:
Positive
Helpful
Indicates that the answer roughly solved the customer's problem
Negative
Not helpful
Indicates that the answer did not effectively solve the problem
The display text is what customers actually see; the recorded value is used later for system statistics and analysis.
🧩 Use specified variable
By default, the AI Reply Agent uses the customer's current message to search for relevant knowledge.
If "Use specified variable" is enabled, you can instead use content already saved by a previous node as the search query.
For example:
Suitable for the following advanced scenarios:
The customer's input has already been organized earlier
Need to use data obtained from other nodes
Special image recognition flow
Need to pass existing variables in the flow to AI search
If there are no special requirements, general customer service Q&A is recommended to use the customer's latest message directly.
Reply language
The AI Reply Agent supports multilingual interaction and will generate corresponding replies according to the language used by the customer, allowing customers in different languages to get help through the same customer service flow.
For example, if a customer asks in Traditional Chinese, the AI will reply in Traditional Chinese; if they ask in English, it will reply in English.
Therefore, you do not need to build separate AI reply flows for each language; you can use the same AI Reply Agent to handle multilingual customer service scenarios.
Notes
AI-generated replies may vary depending on the customer's question style, knowledge content, and feature settings. Even similar questions may produce different reply results.
To maintain the quality of AI replies, it is recommended to regularly review and update knowledge content, and retest after adjusting the knowledge, conversation role, or AI Reply Agent settings.
If applied inscenarios involving prices, payments, refunds, finance, healthcare, legal matters, or other situations where incorrect information may pose a high risk, it is recommended to use more conservative settings, avoid AI inference when there is no clear answer, and pair with human service flows as needed.
Before formal release, it is recommended to use a "simulation bot" to test real conversation scenarios. In addition to confirming that the AI can answer correctly, you should also testcases where there is no answer in the knowledge base, follow-up questions, images, multilingual input, and different customer phrasingsto ensure the overall flow behaves as expected.
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