ALF v2 Transition Schedule Announcement
2025-10-31: ALF v2 will be officially released.
2025-11-28: Use of ALF v1 will be discontinued, and only ALF v2 will be available.
A Rule is a pre-written instruction (or "prompt") that enables ALF to conduct customer support perfectly tailored to your business context.
Setting up Rules that ALF must follow helps it respond more accurately and intelligently. You can set up multiple Rules and apply different ones based on the inquiry type, customer information, or specific scenario through filtering.
The existing 'Set Persona,' 'Custom Description,' and 'Glossary' features have all been integrated into the 'Rule' feature.
You can create multiple Rules within a single Channel.
Each Rule can be managed by selecting its status (Active/Inactive), making it easy to apply different Rules depending on the situation.
Example)
Rules for ALF's tone and manner during general inquiries
How to respond when a customer files a complaint
List of frequently asked questions by customers
Rules for taking action when a bug is reported
You can set specific conditions for a Rule to take effect by setting filters.
Filtering | Example |
|---|---|
User Info | - Customers whose access country is KR - Customers whose membership grade is VVIP |
Chat Info | - Inquiries with the tag 'Complaint' attached to - Inquiries with a 'High' priority level |
Target Service | - Rules that operate only in specific integrated services, such as Channel Talk Message, Kakao Talk, Naver Talk Talk, Phone Calls, etc. |
You can include personalization variables in your Rules.
This allows ALF to read customer information saved in Channel Talk and provide customized responses.
You can test if a Rule is working as intended using the preview before deploying it to customers. This is a safety mechanism that allows you to thoroughly test and correct your Rules before they are applied to customers.
The preview only applies to [active] Rules and the Rules that were expanded/open at the time the preview chat was initiated.
Customer View
You can preview the same environment as the customer's inquiry screen (front-end).
You can check in detail what thought process ALF went through to create the answer.
You can preview the same environment as the Channel Talk Admin Panel (Desk Inbox).
Chat Log
You can check in detail which Rule was applied to each answer.
You can check the logs to see when a Task should have been executed. Please note that Tasks are not actually triggered in the preview.