Why use a Lottie animation?
A Lottie animation makes your chat visually appealing and modern, helping to capture users' attention and create a delightful user experience.
You can find the documentation for the Lottie module here: Lottie module documentation.
Damage Report Setup Guide
Download the template here: Damage Report Template
Setting Up the Chat
1. Load the Template
Load the “Damage report” (German: "Schadensmeldung") 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 (formal). Automatic translation is possible. Handle languages in LoyJoy.
If you are using the calendar in a language other than English or German (formal), be sure to follow step 11.
3. Customize the Welcoming (Optional)
Greet your users in a friendly manner. You can, of course, edit this message. Welcome module in detail.
4. Session reset
This module resets the session and variables in all agents, as it is important to start with a clean state for each new interaction. This part can be left as it is. Session reset module
5. Decision gateway
The Decision Gateway module currently offers two options to collect information about the damage:
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.
💡 You can offer the user both options or choose one and delete the modules of the other option. If the free text entry option is not used, modules from steps 5️⃣-9️⃣ can be deleted.
6. 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. For further information, see the description of the Questionnaire module.
7. GPT Prompt
To learn more about the GPT Prompt module, check here.
AI instructions
System message: The template contains a system message that should be customized to suit your needs. It is structured in three sections (Role, Instruction, Requirements).
Role: Everything is preset here and does not need to be adjusted.
Instructions: Here you specify which variables should be entered in the free text field. The template contains variables (see example) that you can leave unchanged or edit. If user entries are to be assigned to predefined values, add the permitted values after the variable (see also the example).
Example from the template:
- type_of_damage (One of the following: “Technical defect, External damage, Water damage, Loss or Theft, Other”)
- device_model
- description
If you change variables here, the mapping in the response, the Simple message, the Questionnaire and Form module must also be adjusted.
- 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 user's free text is provided here as a variable. You do not need to adjust anything.
Response format
The response format is set to JSON. The mapping should be configured so that there is a mapping for each variable to be extracted from the user’s free text. Mappings for the variables of the template examples are already set here. ⚠️ If you make changes to the variables, change the mapping according to the examples.
Fallback in case of error
Everything is preset here and does not need to be adjusted.
8. Simple message (Optional)
In the Simple Message module, the user’s provided data is displayed. Adjust the variables if necessary according to your use case. See the AI instructions in step 7️⃣.
9. Proceed question (Optional)
Inform the user that there are a few more questions waiting for them and that they have the opportunity to continue after a short break. This module can be customized to your use case or left as it is.
10. 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. Adjust the variables if necessary according to your use case. See the AI instructions in step 7️⃣. For further information, see the description of the Questionnaire module.
11. Decision table (Optional)
This module is only for damage reports in multiple languages, so that the data collected by the AI in step 7️⃣ is shown in the user's language in Form module.
If a language other than English or German (formal) is selected (refer to step 2 for your language selection), a new column with input and output must be created here. To better understand how this works, please also read the documentation on the Decision table.
If you are using the agent in only one language, you can delete this module.
12. Name and Email (Optional)
Collect all required contact information, such as the user's name and email address. If you would like to learn more about the modules used for this, take a look here: Name module and Email module.
13. Simple message (Optional)
Inform the user what should be done in the next step. You can edit the message as you like or delete it.
14. Form module
In this module, the user can review and confirm all their entered data. Adjust the variables if necessary according to your use case and according to the variables in the Questionnaire in step 10.
For further information, see the description of the Form module.
15. Lottie animation (Optional)
Lottie animations bring joy to users and make your chat more modern and appealing. How to manage Lotties here.
16. Simple message (Optional)
Inform the user that the damage report submitted. You can edit the message as you like or delete it.
To submit the damage report to your system (e.g. CRM, ticketing system, etc.), you can integrate an API client module or send all user data to your company email adress with integrate an Send Email module here.
17. Goodbye (Optional)
Say goodbye to your users in a friendly manner. You can, of course, edit this message. Goodbye module in detail.
💡Extra Tipp:
Optionally, a PDF summary can be generated afterward. How to create PDF module. You can also include a link to a website where users can track their claim using a claim number or provide a claims hotline phone number.