The Say Step

  • Updated on Oct 19, 2025
  • Published on Jan 5, 2025
  • 2 minute(s) read
  • EM
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Overview

The Say Step supports three interaction modes:
Static Text: This is the default mode. When more than one child follows the previous step, the title of the Say Step appears as a button. Once selected, the message box is displayed to the customer.

Knowledge Base Item: When selecting the KB item, the flow presents its full content to the customer.
Adding KB to Say Step.png

AI Prompt: Guide the AI Agent through direct instructions, enabling natural, human-like interactions that significantly improve customer experience.
Note: To utilize AI capabilities, make sure AI is enabled at the module level.

Prompting the AI

In our flow, the AI step is followed by a Transfer to agent step.
Note that the step is marked with the AI icon.
AI Say step.png

General Guidelines

  • The AI Agent Persona is set in the Agent Persona section. Click here to learn more about this aspect of the AI Agent.
    Note: The AI Agent toggle does not disable external data usage in the Say Step. The AI Prompt inside a Say Step may continue to use internet-based information even when the AI Agent is turned off.
    Disabled AI Agent settings.png

  • In the Say Step, you can tailor how the AI Agent responds to the customer independently of the global persona defined in the settings.

  • You can instruct the AI to reference the customer’s actual message by guiding it in the prompt and appending {{object.message}} at the end of the instruction. This allows the Say Step to generate a context-aware response based specifically on what the customer wrote, rather than relying solely on general configuration or persona defaults.
    context2.png

  • You can guide the AI Agent on how to respond to different types of customer input. The response itself will not change the path of the flow — the same next step will follow once the Say Step is completed.

Example prompt:
“If the customer enters a greeting, respond with a warm welcome. If the customer sounds upset, acknowledge their frustration and let them know you will transfer them to a human agent.”

Note: The transfer to a human agent (the next step in the flow) happens automatically after the customer’s first message — the AI’s response is only the message shown before moving forward.
AI Step responses 2.png

Adding Variables

The AI can relate to the information found in the customer information record when identifying a WhatsApp customer. You can then ask the AI agent to relate to the customer by their first name (for example) by adding {{user.first_name}} at the end of the prompt.

Best practice: Use the auto-complete of available variables to avoid mistakes.
adding more propts.png

Knowledge Base (KB) Mentions

You can ask the AI agent to refer to a specific Predefined Reply KB item when generating the response to the customer. Content must be in Plain Text.

  1. In the prompting box, enter two open curly brackets ({{), and select knowledge.
    AI Say Step - KB mentions 2.png

  2. Select the KB item you want the AI Agent to refer to (start typing the file’s name to make the KB appear).
    AI Say Step - KB mentions 3.png

  3. Instruct the AI Agent to display specific information from the KB item.
    AI Say Step - KB mentions 5.png

Note: Depending on the structure of your KB item, you can direct the AI Agent to refer to only relevant sections within the KB item, based on heading, etc.

Best Practice: Add Intents to the flow to help the AI Agent move faster from the Say Step to the relevant selection that follows it.

  1. Save changes.