Generative AI Discussions in Scripts

Overview

Partners with access to this feature can add a special action in Scripts that puts contacts into a generative AI discussion. While contacts are in this state, all incoming messages are handled by a generative AI prompt (optionally using Knowledge Sources). This allows for fluid, unstructured conversations where learners are free to ask questions outside of the normal branching logic of a Script, but without deviating from the relevant topic.

Gen-AI Discussion Configuration

1. Click + Add after a simple message and select "Enter Gen-AI Discussion" from the Actions list.
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2. Then select a built-in prompt, or select "Custom Prompt" (see below).
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3. The Gen-AI Discussion will continue until one of four conditions is met:
   • The learner replies "exit". (Remember, learners won't know this unless you inform them!)
   • The learner has sent in X messages and received X responses.
   • The learner has been in this state for Y minutes.
   • The learner sends in a message that matches a Sensitive Topic and triggers an Escalation.
4. For a Custom Prompt:
   • Enter the AI instructions into the textbox. If you are unfamiliar with prompt engineering and not sure how to start, contact your Partner Success Manager or the Mainstay Support Team.
   • Select which contextual information to include when generating responses. 
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Conversations

Messages that are delivered during the course of a Gen-AI Discussion will indicate both the Discussion topic and whatever Knowledge Sources were used to generate the replies.

Tips

1. If "Past Messages" is checked, this will include recent messages from before this Script. If unchecked, only messages within this Gen-AI Discussion are considered.
2. Make sure to provide the "exit" information so learners don't feel "stuck" in this state.
3. Instead of a long, continuous Gen-AI Discussion, consider exiting after a shorter timeframe and asking the learner if they'd like to continue. You can use the "Link to another message" feature to create loops.
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