Message path

To better understand how a message travels through Moveo to generate a reply, it's important to explore the full path it follows across the system. Each stage in this process plays a critical role in ensuring the conversation is handled accurately and efficiently. From the moment a user reaches out via an integration

, to the rules that determine the next steps, and finally to the AI Agent that processes and replies to the message,each component contributes to a smooth and intelligent conversational experience.

Let’s break down the key steps involved in this message journey.

Sending a message

A conversation typically begins when a user reaches out via an integration. In other words, the user initiates the conversation.

The channel used by the user depends on the channels configured in your account. This same channel will be used to send the reply after the message is processed by the system.

When a user sends a message, they are contacting an integration associated with a specific environment

. This integration is responsible for receiving the message, processing it through the system, and sending a reply back to the user.

Rules

Once the message is received by the environment's integration, it is evaluated by the set of rules

configured in that environment.

At this stage, the system checks which actions should be taken based on the conditions defined in the rules. For example, one possible action is assigning an AI Agent to the conversation. Other available actions can be found here.

The most common actions related to message handling are:

• Assigning an AI Agent.
• Assigning a department.

note

A human agent can manually take over a conversation at any time, regardless of whether an AI Agent or department has been assigned.

It's possible to have multiple rules that assign an AI Agent. In such cases, the system will assign the first AI Agent whose rule matches.

Assigning a department works differently. Unlike AI Agent assignment, departments can be assigned even when an AI Agent is already handling the conversation. A human agent will be assigned to the conversation if:

• The AI Agent triggers a handover to a human agent.
• No matching rule assigns an AI Agent.

AI Agent reply

Once the message reaches the AI Agent, the system begins processing it through the following steps:

1. Standalone: A specialized NLP model enhances the original message by generating a standalone version. This version includes contextual information to clarify the user's intent.
2. Intent: After the standalone message is created, the system searches the configured intents and selects the one with the highest confidence. It then triggers the corresponding dialog. If the system is not confident enough, the message is passed to the response synthesizer.
3. Response synthesizer: This model generates a reply based on the user's message and conversation history.