Using Scenarios

Community Discussion AI Assist
1

Hello

I see there is a new scenarios feature. I also read the Help file, but I’m still confused on how this will work.

I get the triggers, but once it gets to the instruction adding and the other things you can add I am quite confused.

Can scenarios be used to get information and then send a trouble ticket? Or a way that the data that somebody puts in the chat in scenarios can go to an operator or a ticket.

If you can, maybe put in the help file some more actual examples of it being used in the full things that can do. I think that would definitely help a lot. It’s just very complicated compared to the other knowledge items.

Thank you

2

Hey @MikeRadio,

Thanks for reaching out.

Scenarios allow you to provide contextual Instructions for your AI Agent.

They can include:

  • text instructions
  • data sources to use
  • tools to call
  • escalation rules
    …and more

If you want a user to submit a ticket, you need to set up a shortcut with the ticket form:

You can shoot me a quick email at kristaps@tawk.to describing exactly what you’re trying to do, and I’ll be happy to help you implement the right solution.

For anyone who hasn’t seen the article on Scenarios:

(if you have any feedback on what it’s missing, please let us know!)