Small Talk - Zoho SalesIQ

Small Talk

Small talks, it is a simple feature where you can add responses for commonly used greetings and other sentences. You can add more replies to the small talks in the form of packages. The Answer bot uses the small talk packages to respond to the user questions. 


Small Talk in a business:

  1. Small Talk strengthens answer bot with natural conversation and gives you the power to impress visitors on your website.
  2. Small talk can also act as fillers when the bot is looking for answers to the visitors' queries.
  3. It can easily navigate through the resources present in your portal and provide users the required answers for their queries. 
  4. Currently, Small Talk supports 30 different language.

Managing Small Talk packages

What is a package?

A package is a collection of possible informal phrases that a visitor can send during a conversation and the corresponding responses that can be given by the bot. There is a default small talk package that is available - you can either duplicate it and use it as such or customize it based on your requirements. 

How to manage Small Talk packages?

You can either add a new small talk package directly or duplicate an existing package.

How can you add a new package?

  • In the SalesIQ dashboard, navigate to Resources > Small Talk.
  • Click on Add.

  • Then, select a reference package. The package you select here will be duplicated, and you can customize the content based on your needs from there.

  • Give your small talk package a name.

  • Inside this section, you can click on Add to start adding phrases and the corresponding responses. There are five categories of Small Talk that you can add phrases and responses for - GreetingsCourtesyPersonal EnquirySupport, and Signoff.

How to add Small talk for multiple languages?

  • Click on the language drop down at the top right corner

  • By default, english will be listed. Click on the Available and select the languages to add. 

  • The default package will be translated to the selected language. Click on the language to to view.

  • You can view the phrases & responses and start to edit/add phrases. 
  • Then, click on Save, the language varient will be added to your package. 


How can you duplicate an existing package?

  • Inside the Small Talk module, click on a package of your choice.
  • Click on the Duplicate button on the top right corner.
  • Give your package a name and start adding phrases and responses.

Note:

  • You need to add at least one phrase/response record to create a package.
  • You can add a maximum of 5 responses per phrase.
  • Each phrase can contain a maximum of 40 characters and each response can have a maximum of 100 characters.

How to delete a record?

To delete a phrase/response record in a package,

  • Click on the delete icon on the far right and the record will be deleted.

  • There has to be a minimum of at least one record per package. When you delete the last phrase, you will see a prompt that will ask you if you want to delete the last phrase. When you click on 'Delete', the phrase will be deleted and thus the package will be deleted automatically.


How to delete a package?

To delete a package,

  • Inside the Small Talk module, click on the delete icon on the far right end of the package that you want to delete.

  • A prompt appears. Click Delete again and your package will be deleted.
  • Note: The Default Small Talk package cannot be deleted.
Related Topics:
  1. Answer bot
  2. Business Terms
  3. UAQ

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