User Guide

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How to Use ALF Team

Use ALF Team within Live chat (Internal Note) or Team Chat to enhance response quality, and boost team productivity!

Mention @ALF Team

You can call ALF Team in Live chat (Internal Note) or Team Chat to quickly find relevant documents during a conversation, receive suggested empathetic responses, and easily summarize the discussion with the customer.

  • Simply type @ALF @alf @알프 @アルフ in Live chat (Internal Note) or Team Chat (Public Group) to activate it.

  • The bot’s profile and name follow the settings in [AI Menu] > [ALF Customer] > [Settings] > [ALF Basic Settings]

How ALF Team Finds the Right Answers

When you call ALF Team in Live chat (Internal Note) or Team Chat, it provides answers based on your registered FAQs and articles.

Even without any reference materials, ALF Team can handle general requests such as:

@ALF Please create an empathetic response based on the full context of the conversation.

@ALF Extract only the error message text from this image.

However, to receive accurate, service-specific answers like the examples below, you will need to register relevant knowledge in advance:

@ALF let me know how much the return cost is.

@ALF could you walk me through the internal process for handling cancellation requests?

Setting Up Knowledge Content (Optional)

  1. You can add relevant content as a Q&A-style FAQ or an article-style document. Make sure to publish it once it is ready.

  2. Go to [Document] > [Space Settings] > [General] > [Activate ALF] and enable ALF Team.

    • ALF Customer:

      Let ALF refer to published FAQs and articles when replying to customers.If any content is for internal use only and shouldn’t be visible to customers, we recommend turning this off.

    • ALF Team:

      Let ALF refer to published FAQs and articles when used by your team.This helps managers get quick answers based on your existing help content.

Mention @ALF Team in Live Chat (Internal Note)

  • If you need help during a conversation, you can mention @ALF to ask a question.

  • When using @ALF, it only works in the Internal Note section of Live Chat.

  • Replies from @ALF will appear in the Internal Note and won't be visible to the customer.

  • To use ALF’s reply in your customer message, hover over the response and click "Paste into the customer response input box."

Mention @ALF Team in Team Chat

  • Need a thread summary, meeting notes, or translation while using Team Chat? Just mention @ALF to get support.

  • ALF Team only works in public groups. It doesn’t respond in private groups, personal chat(chat with yourself), or DMs.

  • When you mention @ALF in Team Chat, the reply will appear directly in the same thread.

What You Can Do with ALF Team

Here are some examples of how you can use ALF Team to support your work.While ALF Team usually provides accurate answers, it may occasionally make mistakes—so be sure to review any important content before using it.

1. Support Chat Replies

[Example ①] Ask for grammar and tone corrections

Use ALF Team to check spelling, spacing, and improve sentence clarity.

@ALF Can you proofread the sentence below for spelling and grammar?

(If the MU limit is exceeded, the system will automatically hide customers, starting with those who haven’t accessed the service for the longest time, based on the saved contact list.)

[Example ②] Ask for an empathy message

If a customer seems frustrated, ask ALF Team to help you craft an empathetic response.

@ALF Based on the full conversation and the customer’s tone, can you write an empathetic message in response to their latest message?

[Example ③] Ask for a suggested response

Use ALF Team to quickly generate a reply.

Note: To get accurate, service-specific answers, make sure relevant knowledge content is registered in advance.

@ALF Please create a suitable reply based on the entire conversation and the customer’s last message.

  • Break it down into bullet points if needed.

  • Make sure the tone is friendly but professional.

  • Include any relevant guide links if available.

2. Boost Chat Efficiency

[Example ①] Ask ALF to identify customer needs

When a customer’s message is long or unclear, you can ask ALF Team to summarize their key needs.

@ALF Can you explain what the customer is asking for in simple terms?

If there are multiple questions, break them down into bullet points.

[Example ②] Ask ALF to summarize the chat

If the conversation is lengthy or you want to share only specific points with your team, ask ALF Team to summarize the key context or feedback.

@ALF I need to share this issue with my team. Please summarize the key points related to the issue only.

@ALF Please organize the customer feedback from this chat in the format below:

  • Title:

  • Background:

  • Urgency:

[Example ③] Ask ALF to check SOPs (Standard Operating Procedures)

If your SOPs are registered in FAQs or articles, anyone can follow consistent internal processes. Make sure the relevant procedure is published beforehand.

@ALF I need to transfer a deposit to another channel. What steps should I follow?

[Example ④] Ask ALF to extract text from an image

If you need to quickly check the text in an image, just ask ALF Team to extract it for you.

@ALF Please extract all the text from this image.

(Attach image)

3. Using ALF Team for Post-Chat Tasks

After a conversation ends, ALF Team can help with follow-up actions like feedback, documentation, and tagging. Here are some practical examples:

[Example ①] Ask ALF for chat feedback or coaching

If a chat receives a low satisfaction rating or the agent is still onboarding, you can ask ALF Team to review the chat and suggest improvements.

@ALF This chat received a low CSAT(Customer Satisfaction Score). Can you identify the possible cause and suggest how to improve next time?

[Example ②] Ask ALF to recommend an FAQ

After a chat ends, you can ask ALF Team to generate suggested FAQs based on the conversation. Then, review the suggestions and publish the most relevant one directly from Live Chat.

@ALF Based on this chat, please create an FAQ in a Q&A format.

[Example ③] Ask ALF to suggest relevant chat tags

If you have a list of tags with usage guidelines documented in an article, ALF Team can suggest the most relevant tags for each chat.

@ALF What tags would best fit this conversation?

4. Using ALF Team in Team Chat

[Example ①] Summarize a long thread

When a thread has many replies, it can be hard to follow the main points. Just ask ALF Team for a quick summary.

@ALF Can you summarize the key points of this thread?

[Example ②] Request a translation

Need to translate a message quickly and naturally? ALF Team can help polish the tone too—perfect for smooth cross-team communication.

@ALF Please translate this into natural Japanese:

(Hi Tessa! I need your feedback on the latest update. Would you be available for a quick online meeting sometime this week?)

[Example ③] Lighten the mood

If your team needs a quick break or something to refresh the mood, call on ALF Team for a fun moment.

@ALF Randomly pick one person—Jojo, Kiko, or May—to buy coffee.

@ALF Recommend a song that matches today's work vibe.

@ALF Help me decide what to eat for lunch—pick something at random.

@ALF Tell us a joke that’ll make the team laugh in under 5 seconds.

FAQs

Is it free to use ALF Team?

Using ALF Team is currently available as part of our beta service. If you're on a paid plan, you can enjoy it for free for a limited time.

ALF Team Didn’t Respond?

Are you seeing any of the following messages?

  • “There’s a temporary issue. Please try again in a moment.”→ This may be due to a brief network error. Try again shortly.

  • “Hmm, that’s a tough one. Try asking something else!”→ ALF couldn’t process the question. Try rephrasing or asking something simpler.

  • “This question is difficult for ALF to answer. Consider adding it to an FAQ or article.”→ ALF couldn’t find related content. You can register it as help content for future use.

What’s the difference between ALF Customer and Team ALF?

ALF Customer is an AI agent that replies directly to customers during a workflow. When a customer asks a question, ALF sends a response.→ Paid add-on feature.

ALF Team is an AI assistant for managers. Mention @ALF in Internal Notes or public Team Chat to get help. Responses are only visible to teammates.→ Free during beta with a paid plan.

ALF Team isn’t referencing my FAQs or articles

1. Make sure the FAQs and articles you've added are set to Public. (The space can be private—ALF can still access the content.)

2. Go to [Documents] > [Space Settings] > [General] > [Activate ALF] and check if ALF Team is turned on.

I want to register content that ALF Team can reference, without making it publicly accessible.

1. Create a new space for private content. (Skip this if you're using an existing one.)

2. Go to [Space Settings] > [General] and turn Publish to website OFF.

3.Publish the article in the space.

ALF can reference the article, but since the space is private, no public link will be shown. Customers won't have access.

(Notes )

Using ALF for customers too? Turn off ALF Customer under [Documents] > [Space Settings] > [General] to prevent replies based on that content.