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Damage Report Setup Guide

Setting Up the Chat​

Use cases​

The damage report template is exemplarily designed for mobile phone damage reports. You can customize the template individually to suit your needs. Here are some examples of how you can use it:

  • Mobile phone damage report (screen crack, water damage)
  • Vehicle damage report (accident, theft)
  • Home insurance (water damage, fire damage)
  • Electronic devices (technical defect, screen damage)
  • Bicycles / e-bikes (frame damage, theft)
  • Household appliances (malfunction)
  • Luggage (damage, loss)
  • Pets (health insurance, accident)

1. Load the Template​

Load the “Damage report” template into your tenant. How to get Templates

2. Set the Language​

In the Languages tab, select the desired language for the chat. Templates are available in English and German. Automatic translation is possible. Handle Languages in LoyJoy

3. Customize the Welcoming (Optional)​

Click on the greeting module to edit the first message for customers. Welcome Module in Detail.

4. Session reset​

This Module reset session and variables in all agents. This part can be left as it is.

5. Decision gateway​

The decision gateway module currently offers two options:

  • Free text: Users freely describe their damage case. Using GPT modules, the relevant information is automatically identified and assigned to the variables — making it easier and more flexible for the user.

  • Click: Users answer targeted questions step-by-step, with the relevant variables being directly captured and filled.

6. Free text​

Questionnaire

Use the questionnaire module with the question type text input to ask for details about the damage. Formulate the question so that the user provides all required variables, and keep it short and concise. Further information Questionnaire Module.

GPT Prompt

  1. AI instructions

System message:
The system message in this template is structured in three sections (Role, Instruction, Requirements)

  • Role: The role can be left as it is.

  • Instructions: Specify which variables should be collected in the free text section and overwrite the current ones. If user input should map to predefined values, add the allowed values after the variable.

    • Example:
      • type_of_damage (One of the following: “Technical defect, External damage, Water damage, Loss or Theft, Other”)
      • device_model
      • description

  • Requirements: Please describe any special requirements related to the variables. For example, for the field device_model, both the brand and the model are required (e.g., 'iPhone 13' is acceptable, but 'iPhone' alone is not).

Prompt:
The prompt can be left as it is.

  1. Response format

For the response format, select JSON. Configure the mappings so that there is a mapping for each variable to be extracted from the user’s free text. Each mapping should include a target (variable in LoyJoy, into which the data should be written), a source (variable with a slash in front of it), and a description. In the description, you can specify the possible answer options for the variable (see the description of the variable 'type_of_damage' in the template) or describe what should be stored in the variable (see description of “device_model” or “description” in the template).

  1. Fallback in case of error

This part can be left as it is.

Further information GPT Prompt.

Simple message
In the Simple Message module, the user’s provided data is displayed. Please adjust the variables according to your use case.

Proceed question
This module can be customized to your use case or left as it is.

6. Questionnaire​

This module asks for all variables that were not captured in the free text. If the user selects 'Click' instead of 'Free text' at the start, all variables are requested here. It is important that in the settings of each question, under 'Enable editing of existing values,' the option 'Do not ask again for a value' is selected to avoid asking for the same variables twice. Further information Questionnaire Module.

7. Decision table​

This module is only for damage reports in multiple languages. Please delete this module.

8. Contact information​

Collect all required contact information, such as the User's name, insurance number, email address, or phone number.

9. Summary - Form module​

In this module the user can review and confirm all his entered data. Therefore, add all necessary variables as form elements to the form module. Enter the process variable, source and the label of the variables.

10. Further informations (optional)​

Optionally, a PDF summary can be generated afterward (See: Create PDF module). You can also include a link to a website where users can track their claim with a claim number or provide a claims hotline phone number.

11. Goodbye​

Edit the Goodbye message.