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Overview

If you miss important customer queries or requests often, AI flagged messages is for you. You can now view AI flagged messages, reply or create a ticket to unflag them and automatically neasure first response times.

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How are messages flagged by AI

For any incoming message, Periskope AI checks if -

1. the message is by someone external - you can mark contacts as “internal” from the contacts tab
2. the message is a question, query or request for support - Periskope uses Google Vertex under the hood to seperate queries from simple statements

If both the above conditions are true, the message is flagged by AI

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How to unflag messages by AI

There are 3 ways to unflag an AI flagged message -

1. Replying to the message - when a user replies to the message via Periskope or a contact marked as “internal” replies to the message via WhatsApp, the message is automatically unflagged
2. Creating a ticket - when you right click and create a ticket out of a flagged message, the message is automatically unflagged
3. Manual unflagging - you can simply right click on the message and choose “unflag” to manually unflag a message

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How are response times calculated

When a user replies to a flagged message via Periskope, the first response time (FRT) is calculated as the time between the incoming flagged message and the user reply. FRT is not calculated when a user replies direcly from WhatsApp.