When does Emma send a message?
Emma answers your customer questions instantly, so your team doesn't have to, but to make it non-intrusive, it will only trigger in certain scenarios: It replies to new conversations initiated by a visitor or a contact. It responds in Messenger on...
How does Emma choose between AI Answers and Custom Answers?
The choice between an AI Answer and a Custom Answer is primarily based on the settings that you've configured. AI Answers: If you have enabled AI Answers in your workspace, then Emma uses AI Answers by default. AI Answers are generated based on a...
When should I use qualifiers in Custom Answers?
Send answers only when customers use specific words in their question.
Customize the next step for customers when Emma answers a question
Customize the experience when Emma passes a conversation to your team