--- title: "The Say Step" slug: "ai-say-step" updated: 2025-10-19T11:31:53Z published: 2025-10-19T11:31:53Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.commbox.io/llms.txt > Use this file to discover all available pages before exploring further. # The Say Step ## 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](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Adding%20KB%20to%20Say%20Step.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](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Say%20step%282%29.png) #### General Guidelines - The AI Agent Persona is set in the Agent Persona section. Click [here](https://help.commbox.io/docs/ai-agent-next-gen#step-ii-agent-persona) 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](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Disabled%20AI%20Agent%20settings.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](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/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](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Step%20responses%20%282%29.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](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/adding%20more%20propts.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](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Say%20Step%20-%20KB%20mentions%202.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](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Say%20Step%20-%20KB%20mentions%203.png) 3. Instruct the AI Agent to display specific information from the KB item. ![AI Say Step - KB mentions 5.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/AI%20Say%20Step%20-%20KB%20mentions%205.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.