When a customer asks “am I talking to a person?”
Aide answers with a fixed line, then replies to the rest of the message: “I’m {agent name}, an AI agent for {your brand}. I can bring in a person from our team any time you like.”- In chat, the line comes first in the reply. By email, it goes under the greeting.
- If the customer asked nothing else, Aide follows the line with a short question about how it can help.
- A customer who then asks for a person is handed to your team (see How Aide hands a conversation to your team).
Where the name comes from
The agent’s name is the Name under AI Agent > Tone & identity. If the name is empty, the line says “Aide”. The brand in this line is your workspace’s name.Languages
The line is sent in the language the customer writes in. The fixed wording exists in English, French and German. In any other language, Aide answers the question in its own words, in one short sentence: that it is an AI agent, and that a person from your team can take over whenever the customer likes.What doesn’t change it
- Instructions and procedures. Neither can change the line or remove it.
- Refers to itself as, under Tone & identity. The fixed line says “AI agent” whatever is picked there.
- AI disclosure, under Style in Tone & identity. It is part of the agent’s style text. The fixed line is sent whether it is on or off.
- Your own widget text. The lines that say the agent is an AI can’t be edited (see Change the chat widget’s text and languages).
The AI labels in Aide Chat
Aide Chat shows that the agent is an AI before the customer has to ask:- In the header: the agent’s name followed by “AI agent”.
- Before the first message: “{agent name} is an AI agent for {your brand}. This conversation is stored so we can help you and improve support. You can ask for a person at any time.”
- On proactive messages: “AI agent”, or “AI agent for {your brand}”.