Where can Milly learn from?
Milly can only answer customers' questions based on your knowledge base. The more information you provide Milly, the better she performs.
Milly can learn in the following way:
From a Knowledge Base. This is the recommended way of training Milly. You can create as many articles as you like—there is no limit. However, it is important to write at least 10 detailed articles in your Knowledge Base to activate Milly. Without this, you will not be able to activate the AI chatbot in your live chat. We also recommend creating approximately 50 articles in your Knowledge Base to ensure Milly provides the most accurate answers based on the available information. You can find more information on how you can write your Knowledge Base here: https://saasfirst.com/help/knowledge-base/how-to-write-a-good-knowledge-base-article.
Overview of "Set Up Milly" menu
Custom Instructions: You can give Milly specific instructions based on different scenarios, which helps her respond better.
Milly Transfer Settings: Transfer Willingness lets you pick how assertively Milly should work through issues before handing them off:
Capture: She'll take care of everything unless there's a reason to escalate.
Natural: A balanced approach.
Deflect: She'll hand things off quicker.
Custom: Your custom settings.
For more detailed instructions on what each approach means in practice, you can refer to the "Description of rule" block right underneath the settings.
Transfer Destination: After setting up the criteria of transfers, you can now decide about sending those chats to your inbox or email. For the best experience, we recommend using Inbox to keep all conversations organized and easily accessible. You can customize the message she sends when transferring, and if you want, you can set office hours to let users know when to expect a response.
Ticket Creation: You can toggle on automatically creating a ticket every time a conversation is transferred to an agent.
Milly Language Settings: Turn on automatic language detection, or limit your chatbot's responses to specific languages.
Tone Settings: For tone, you can fine-tune the following:
The level of formality: casual, neutral or formal.
The level of empathy: low, medium, or high.
The level of technicality: basic, intermediate or advanced.
The length of responses: short, medium or long.
The amount of humor, if any: none, mild or high.
The level of positivity/cheerfulness: low, medium or high.
Synch with "Reply with Milly" settings: Toggle this on to transfer the same settings to the "Reply with Milly" feature.
Library
The information we learned from the entered sources is taken into short snippets, which can be found in the Library.
You can also manually create new snippets here by clicking "+Add Snippet".
Once there is information Milly has learned, you can test whether she can answer the questions related to the information in the Train Milly section. You can learn more about how you can train Milly here.
Activating Milly
You will need a minimum of 50 pages in total from the Knowledge Base and websites to be able to activate Milly.
All incoming chat messages will go to Milly when you activate Milly.
You can learn more about how you can install the chat on your website here.
