AI Conversion Agent (AICA): User Guide - Troubleshooting

If AICA left a contact hanging mid-conversation, here's a few things to check!

Workshop Confirmation Use Case:

• Is the scheduled workshop (funnel) AI-enabled? (Do you see the sparkle icon next to the workshop in the Growth page?) 

• Go to the scheduled workshop and click Edit - is the 'AI Enabled' toggled ON in the Manage Event modal? 

• Is the contact in a Lead-New or Lead-QuickConfirm phase? 

• Reminder: For the workshop use case, AICA does not work with any other phase aside from Lead-New or Lead-QuickConfirm.

• Is the AI Agent toggle turn on at the individual contact level? 

• You can check this by opening a chat window for the contact, the toggle is in the bottom left.

  
  

  
  

  
  
• Was the contact already in the system? 

• Reminder: AICA only works with net new contacts.

• Did the contact text AICA back during AICA's 'offline' (non-working) hours?

Reactivation Use Case:

• Did the client schedule an AI-enabled campaign? 
• Is the contact in No Phase? 

• Reminder: AICA does not work with contacts in Unresponsive-Lead 

• For the reactivation use case, it is unknown whether AICA works with other phase types. 

• Is the AI Agent toggle enabled at the individual contact level? 

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Circumstances under which AICA will respond: 

Workshop Confirmation Use Case 

• Any time someone enters Lead-New phases

• It will continue to work if the lead enters Lead-QuickConfirm 

  • NOTE: AICA is supposed to keep responding and pursuing an appointment if the contact is in Canceled-Workshop. This is not functioning right now, our Product team is aware of this and working on a solution.

  • Default hours of operation are 8am to 8pm 7 days a week: The exception is if you have configured different hours in the AI Working Hours fields in Location Settings. 
• AICA will reply to thumbs up and thumbs down emojis in response to a posed question. 
• It will not reply to thumbs up/down emojis if no question was asked.

• It will not reply to any other emoji types.

Reactivation Use Case 

• Replies to AICA-enabled SMS Reactivation campaigns 

• Default hours of operation are 8am to 8pm 7 days 

  • The exception is if you have configured different hours in the AI Working Hours fields in Location Settings. 

  • AICA will reply to thumbs up and thumbs down emojis in response to a posed question. 

  • It will not reply to thumbs up/down emojis if no question was asked.

  • It will not reply to any other emoji types.

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    Circumstances under which AICA will NOT respond: 

    Workshop Confirmation Use Case

    
    

• Will not respond to any other phases, such as Lead-AddtoWorkshop. Lead-QuickConfirm is the only exception at this time.

• Will not respond outside the window indicated in AI Working Hours fields (8a to 8p is the default) 

• AICA will follow up with any missed contacts when it reactivates.

• Will not respond if AI is toggled OFF for the contact. 
• Will not respond if the contact replies STOP or another supported unsubscribe keyword. This word or any of the other supported unsubscribed keywords must be texted alone and not with any other sentence, ex. "I don't want messages anymore, please stop" (See supported unsubscribe keywords in this article)

• Will stop responding once all tasks are complete:

• First task: Quick Confirm, but immediately fed second task 

  -Possible outcome: Lead-QuickConfirm 

  -Possible outcome: Canceled-Workshop
  Second task: Appointment Request 

  -Possible Outcome: Lead-New Appointment Request Received 

  • Will not deactivate unless this task is completed 

    • i.e. If you do not request an appointment, it stays active in perpetuity 

• AICA will disable automatically if the practice responds directly to the contact 
• AICA will not disable if an SMS campaign is injected into the conversation

Reactivation Use Case 

• Will not respond to SMS campaigns where AI is not enabled 
• Will not respond to email campaigns 
• Will not respond outside the window indicated in AI Working Hours fields (8a to 8p is the default) 

• AICA will follow up with any missed contacts when it reactivates

• Will not respond if AI is toggled off for the contact 
• Will not respond if the contact replies STOP or another unsubscribe keyword 
• Will not respond once a task is complete

• Only task: Appointment Request 

  • Possible Outcome: Lead-New Appointment Request Received 

    • Will not deactivate unless this task is completed 

      • i.e. If you do not request an appointment, it stays active in perpetuity 

• AICA will disable automatically if the practice responds directly to the contact 
• AICA will not disable if an SMS campaign is injected into the conversation

If you have any questions or need help to troubleshoot AICA, please reach out to support@getbreakthrough.com.