Table of Contents
- Integration of FlowHunt as an AI provider (separate article)
- Creating a flow in FlowHunt
- Providing sources for the Composer
- Adding the flow model to LiveAgent
- Answer Composer feature overview (separate article)
The Answer assistant feature allows you to generate professional responses to customer queries. It populates the ticket's messages into context to provide accurate and correct answers.
In order to use the Answer Composer feature, it is required to connect your LiveAgent account with FlowHunt.
LiveAgent currently exclusively supports FlowHunt, our no-code AI automation platform, as the AI provider for the Answer Assistant feature. FlowHunt is a product of the same company as LiveAgent, ensuring the safety of your data and offering you priority support. For customers with active LiveAgent & FlowHunt subscriptions, our support team offers a full initial setup. If you're interested in our free setup service, feel free to contact us at support@liveagent.com.
Creating the flow
Before you can use the Answer Composer feature, you must first create a flow for it in FlowHunt. Log in to your FlowHunt account and in the menu, navigate to the "Flow Library" section. Search for the "LiveAgent AI Answer Assistant (Composer & Improver)" flow, and click on the "Add to my flows" button.
The template flow can be used for both Answer Composer and Answer Improver features.
The flow comes with pre-set components ready for basic intial testing of the Answer Composer feature. After testing the feature, it is strongly recommended to edit the system message to define the prompt & instructions that suit your business needs, and optionally add more components to achieve your desired workflow. If you would need any assistance with adjusting the flow, do not hesitate to contact our FlowHunt support team at support@flowhunt.io.
To learn more about FlowHunt and its features please visit our FlowHunt website.
After making the necessary adjustments to the components, click the “Publish Flow” button in the top right corner.
Providing sources for the Composer
To ensure the Composer generates accurate, relevant, and up-to-date answers, it needs access to the correct information. This can be achieved by creating knowledge sources.
To add knowledge sources, navigate in your FlowHunt dashboard to the "Knowledge sources" section in the menu. The following knowledge sources are available:
- Schedules - periodic checks of your website and its pages to capture the available information for later use
- Questions & Answers - quick pre-defined answers to the most common queries
- Documents - various documents and media files uploaded for instant utilization
By default, the Answer Composer flow will use all knowledge sources in your workspace. If you want the Composer to use only specific knowledge sources, you can either separate them by workspaces, or restrict them in the flow. Our FlowHunt support team will be happy to assist you with the flow setup.
Adding the flow model to LiveAgent
To set up the Answer Composer, navigate in your agent panel to Configuration > AI > Answer Composer, click on the "Add model" button, and select your connected FlowHunt workspace.
In the Add model window, select the flow you've created in FlowHunt for the Answer Composer (default name "LiveAgent AI Answer Assistant (Composer & Improver)". Enter the internal name that the system and other settings will use to refer to this model, and optionally select the default Answer Improver model.
After the answer is generated by the Composer, the Answer Improver window seamlessly opens with the prepared response. The default Answer Improver model serves to pre-select a specific Improver model which will be used to adjust the generated response. The default Answer Improver model is optional and if not defined, the last Improver model you've used will be selected when the generated response transfers from Composer to Improver.
Once the model is added, you are ready to use the Answer Composer feature. For a detailed overview of the feature and guide on how to utilize it, see our Answer Composer overview article.