Manage Chats Faster: Understanding Maxchat’s Automation Features (Responder and AI Assistant)

Ever feel overwhelmed replying to every customer message manually? Maxchat provides features that can automatically respond to common questions or send instant replies using artificial intelligence (AI). These features are designed to help your team focus on more complex conversations that require direct interaction.

This article explains two main types of automation features in Maxchat: Responder (rule-based automation using keywords) and AI Assistant (AI-driven automation). You’ll also learn how they work and how to set them up easily.

1. Responder: Keyword-Based Automation

The Responder feature allows you to create automated replies based on specific keywords sent by customers. It is ideal for handling frequently asked questions (FAQs).

How Responder Works

• When a customer sends a message containing a registered keyword, Maxchat automatically sends the predefined response.
• The Responder can trigger multiple times during a conversation as long as the chat has not been assigned to an agent (either automatically or manually).
• Only one Responder can trigger at a time.

Responder Components

• Active: Determines whether the Responder is currently active or inactive.
• Title: The name or label of the Responder for easy identification.
• Intent: The keyword that triggers the response.
• Response: The message sent to the customer when the keyword is detected. The response can include text and images.

How to Add a New Responder

You can manually create a new Responder by clicking + New Responder. When creating or editing one, you’ll find the following options:

• Responder Title: Enter a name for the Responder.
• Intent: Define the trigger keyword.
• Response: Write the automatic reply message.
• Activate Responder: Choose whether to activate it immediately.
• Exact Keyword (Intent): Match type configuration.
• Assign to Division / Assign to Agent: Automatically assign the conversation to a division or agent when triggered. The “Assign to Agent” option is only available if “Assign to Division” is enabled.
• With Interactive Button: Add interactive buttons to your automated response.

You can also view, edit, delete, or search existing Responders by title.

2. Settings Responder: Managing Automation Flow

The Settings Responder menu contains additional configurations that affect how the Responder and chat assignments work.

Fallback Responder

• This defines a default Responder that replies when a customer sends a message with a keyword not registered in your list.
• How It Works:
• Like standard Responders, it can trigger multiple times before a chat is assigned.
• Only one Responder can be designated as the fallback.

Offline Assignment

• This option allows chats to be assigned to agents or admins who are offline.
• If your Responder is set to assign chats to specific divisions or agents, this ensures the assignment still works even if those agents are offline.
• Example: If a Responder is configured to assign chats to agents Budi and Wati, and Offline Assignment is enabled, the chat will still be assigned randomly if both are offline. If Budi is online and Wati is offline, it will go to Budi.

Route Division

• This option assigns chats to specific divisions based on the content of the customer’s message, especially if the triggered Responder has already been set to “Assign to Division.”

3. AI Assistant: Automation with Artificial Intelligence

Maxchat also features an AI-powered assistant known as Maxchat AI Assistant, which currently connects with GPT (and in the future with Maxchat’s own AI) for more advanced automation.

• Overview:

How to Add a New AI Assistant

• Currently, Maxchat supports only one AI Assistant at a time. You can add a new one only if no other Assistant is active or all existing ones are disabled.
• When creating a new Assistant, configure the following settings:

AI Agents

• Inside the AI Assistant, you can create multiple AI Agents with different instructions (prompts). This allows you to design agents with unique personalities or functions, such as one for product inquiries and another for delivery information.
• Each AI Agent can be toggled ON (active) or OFF (inactive).

When creating a new AI Agent, the following configurations are available:

• Active Agent: Enable the agent immediately.
• Force Null: Define behavior when the AI does not know the answer.
• Name: Enter the agent’s name.
• Instruction: Define the prompt or command given to the AI agent. You can specify its tone, scope, fallback behavior, and instructions.
• Temperature: Controls creativity. Higher values make responses more varied but less accurate. Recommended range is 0.3 to 0.4.
• Message Type and Response Format: Choose how responses are formatted (text, informational, automatic format, or JSON).
• File Search: Allows the AI Agent to use uploaded files as a knowledge base to answer questions. Supported file format is .pdf with a maximum size limit (not specified in the source).

Conclusion

Maxchat offers several ways to automate customer conversations. You can use Responder for quick keyword-based replies or AI Assistant for dynamic, AI-powered responses that understand context. You can also configure automation workflows through Settings Responder, including fallback responses and offline agent assignments.

Understanding how these features work will help your support team reduce workload while ensuring consistent, fast responses to customers. Explore the Chatbot, Responder, Settings Responder, and AI Assistant - Beta menus in your Maxchat dashboard to start setting them up.

If you require further assistance, please contact the Maxchat support team via WhatsApp.

Need other guides?Visit the Maxchat documentation for comprehensive information on features and usage.