Learn how to use Scenarios in tawk.to AI Assist to give your AI agent precise, situation-specific instructions that go beyond your base settings.
This video covers how to create a Scenario, set trigger phrases, add negative examples to prevent misfires, and write instructions for specific situations like refunds, bookings, and technical support. You'll also see how to use the If/Then/Else builder to handle time-sensitive escalations, like routing to a live agent during business hours or directing visitors to a ticket after hours.
