Teach your AI agent exactly how to handle specific questions
Your AI agent already handles most tickets well on its own. Now you can tell it exactly how to handle the questions that matter most to your store.
With Situations, you define custom intents and approaches. Whenever a customer asks something that matches a Situation, your agent answers it the way you want, every single time.
Save a Situation straight from a conversation
Spotted a question that comes in often, or one you want handled a specific way?
Hover over the customer's message
Click Save as Situation
Define the approach your agent should take
From then on, every matching question gets answered with that same approach. No more inconsistent replies on refunds, shipping delays, discount requests or anything else you care about.
Manage everything in one place
Head to the new Situations page to create, edit and organise your Situations. Set the intent (what the customer is asking) and the approach (how your agent should respond), and you're done.
Test before you go live
Not sure how your agent will respond? Try it out in the Test AI Agent chatbox first. Send a test message, see exactly how your agent handles it, tweak the approach if needed, and only set it live once you're happy.
Why this matters
Consistent answers to your most common questions
Full control over how sensitive topics are handled
Zero risk: test everything before customers see it
Situations are live now for all ScaleFlows accounts. Open your dashboard and set up your first one today.