Scenarios are specific instructions you provide to Captain, Papo's (https://papo.global/) artificial intelligence assistant, so it knows exactly what action to take in predefined situations. Unlike FAQs, which serve to answer questions, Scenarios are triggers for actions, such as transferring the conversation to a human agent (handoff) when the customer expresses this need, ensuring the AI performs the correct task at the right time.
Scenarios are an essential component for refining your assistant's behavior, allowing you to define exceptions and action paths for requests that should not be answered with information from the knowledge base, but rather with a concrete action.
| Knowledge Type | Main Objective | Usage Example |
|---|---|---|
| Scenarios | Execute a specific action. | If the customer types "I want to speak to a person," the Scenario triggers a transfer to an agent. |
| FAQs | Provide a direct answer to a question. | The customer asks "What are your operating hours?" and the AI responds "From 9 AM to 6 PM." |
| Documents | Provide detailed and contextual information. | The customer asks "How does the extended warranty policy work?" and the AI extracts the answer from a PDF manual. |
How do Scenarios work?
Scenarios function as priority rules for your Captain assistant's brain. When a new customer message arrives, the AI analyzes it to understand the intent. If the message matches the instruction of a Scenario you've configured, the assistant will immediately execute the action associated with it, instead of trying to formulate a response from the knowledge base (Documents or FAQs).
This mechanism is fundamental for controlling the AI's behavior at critical moments in the conversation. It ensures that certain requests are handled in a specific way, without room for interpretation.
The flow of a Scenario is simple and effective:
- Intent Identification: The customer sends a message like "I need to speak to an expert" or "I want to cancel my order."
- Scenario Match: The AI identifies that the customer's intent matches an active Scenario instruction (e.g., a Scenario for "Handoff Request" or "Cancellation Request").
- Action Execution: Instead of searching for answers in files, Captain triggers the action defined in the Scenario. The most common action is handoff, which transfers the conversation directly to a human agent or team.
- Continued Service: The human agent receives the conversation with its full history and can continue the service, resolving the customer's complex or sensitive request.
Step-by-step: How to create and configure a Scenario
Configuring a Scenario is a straightforward process that allows you to refine your assistant's behavior. Although the exact menu names may vary, the conceptual logic is as follows:
- Access Captain's Settings: In the Papo panel, navigate to the AI assistant configuration area you wish to train.
- Find the Scenarios Section: Within the assistant's knowledge base options, locate the area dedicated to Scenarios (sometimes called "Handoffs").
- Create a New Scenario: Start creating a new Scenario. The platform will request two main pieces of information: a Title and an Instruction.
- Define a Title: Give your Scenario a clear and descriptive name, making it easier to identify later. For example: "Handoff to Support Team" or "Escalation for Complaints."
- Write the Instruction: This is the heart of the Scenario. Describe the situation or keywords that should trigger the action. Be clear and objective. Good examples of instructions are:
When the customer asks to speak to an agent, a human, an expert, or a person.If the customer mentions the words "complaint," "consumer protection," or "lawsuit."If the user says they want to cancel their account or service.
- Define the Action to be Executed: Select which action Captain should perform when the instruction is met. The primary action available for Scenarios is handoff to a human agent.
- Activate the Scenario: By default, new Scenarios may be created as disabled to allow for testing. After reviewing the configuration, activate it so it begins to function in real-time in conversations.
Scenarios vs. Automation Rules: What's the difference?
While both automate tasks, Scenarios and Automation Rules operate at different levels within the Papo platform.
- Scenarios: These are direct instructions for Captain's AI behavior during a conversation. They tell the AI how to act when interpreting a specific user intent. A Scenario is part of the assistant's "reasoning."
- Automation Rules: These are broader automations, based on "if-then" logic, that run at the platform level. They are triggered by events (triggers) such as "new conversation created" or "tag added" and perform actions like assigning the conversation to a team or sending an automatic response, regardless of whether the AI is active or not.
In summary, a Scenario guides the AI's decision, while a Rule automates a platform process.
Frequently Asked Questions (FAQ)
What is the main difference between a Scenario and an FAQ?
The fundamental difference lies in the objective. An FAQ (Frequently Asked Question) is used to provide information; its goal is to answer a customer's question. A Scenario is used to execute an action; its goal is to make the AI perform a specific task, such as transferring the conversation, instead of just responding.
What do I write in the "Instruction" field of a Scenario?
Be as specific as possible about the trigger. Include the exact phrases or keywords that customers typically use in the situation you want to automate. For example, for a handoff, include variations like "speak to an agent," "speak to a person," "I want a human," "expert help." The clearer the instruction, the more precise the Scenario's activation will be.
Can I create Scenarios for actions other than transferring the conversation?
The primary and most common use of Scenarios is to perform a handoff to a human agent. Depending on the platform's configuration, it may be possible to associate Scenarios with other actions, such as initiating an automation Flow. Consult the platform's documentation to see the complete list of available actions.
How many Scenarios can I create?
You can create multiple Scenarios to cover various situations that require a specific AI action. There is no rigid predefined limit, allowing you to refine Captain's behavior according to your operation's needs. For details on your plan's limits, consult the information on the platform.
Do Scenarios take priority over Document responses?
Yes. Scenarios have maximum priority in the AI's decision-making. If a customer's message matches an active Scenario instruction, Captain will immediately execute the defined action, bypassing the search for answers in Documents or FAQs. This ensures that critical actions always happen as planned.
Read also
- What are Captain's Tools and how to use them to automate tasks?
- What are Automation Rules and how to use them?
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