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Open up the contact’s profile in RiTA.
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Go to past notes and engagements.
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Find the conversation and click on the link to the automation.
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Once in the automation, scroll down to ‘conversation sequence’.
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Click on the template RiTA used when she was talking with your contact.
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Click on ‘SMS Conversation’.
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Click on the blue ‘Edit’ button and this will bring up the conversation flow.
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Click 'Save' button on conversationflow page and then 'Save' button on template page.
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Explanation of the issue that has occurred with as much details as possible.
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Screenshot of conversation.
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Confirm the full name of the contact that RiTA had the conversation with.
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If possible, the name of the automation and template.
If you notice RiTA using the incorrect response during a conversation with your contact, this may be due to the current keywords/phrases set in the conversation flow.
In these cases, we recommend the admins on the account to review and update the keywords/phrases that RiTA is ‘keeping an eye for’ during the conversation flow.
By adding all the possible key words/phrases that a contact may use in the conversation flow helps RiTA identify the next appropriate response during her conversations with your contacts.
To view the last conversation that RiTA had with your contact to update, please follow the steps mentioned below:
To raise this issue to our RiTA Support Team (support@getaire.com.au), please provide the details mentioned below: