3Chat AI Task Feature Introduction_EN

Getting started
1

To help the Agent better handle complex business scenarios, 3Chat provides the AI Task feature.
With this feature, you can define multi-step business processes for the Agent, such as fault diagnosis, refund processing, customer profile collection, etc., enabling true business automation.

1. Feature Overview

The AI Task feature allows you to:

  • Define task trigger conditions using natural language
  • Configure execution steps and business logic
  • Call system object properties or external APIs
  • Automate multi-step business processes

Whether it’s order cancellation, refund processing, or customer profile collection and proactive recommendations, the task feature enables efficient and precise service support.

2. Quick Operation Guide

2.1 Log In and Enter the Feature Page

  1. Log in to the 3Chat Agent Management Console
  2. In the left navigation bar, click in sequence:
    3Chat Agent → Training → AI Tasks
    to enter the task management page.

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2.2 Add Task

When you first enter, the task list is empty. Click the Add button to enter the task setup page.

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2.3 Edit Task

Editing task flows is the core step. You can define the task’s title, trigger conditions, and execution steps according to your business needs.

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1. Task Title

  • Double-click the task name at the top of the editing page to rename it
  • Use short, business-meaningful natural language descriptions
    • :white_check_mark: Examples: Collect customer profile, Cancel Order, Order Refund, Device Not Powering On
    • :cross_mark: Avoid: Test001, CODE-N003

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2. Task Trigger

  • Define task trigger conditions to clearly tell the Agent when to execute the task
  • Recommended to provide: trigger scenarios, user input examples, counter-examples

Example:
If the customer requests to cancel an order, execute this task.
The key function of this task is: check whether the customer meets the order cancellation conditions, and if so, cancel the order for the customer.

Common user requests include:
I want to cancel my order
I placed an order yesterday for XXX, but I don’t want it anymore
Return and refund
I received XX, can I still use the 7-day no-reason return policy?

3. Task Execution Steps

  • Each step should be independent and logically complete
  • Later steps are recommended to include key results from previous steps
  • Supports rich text editing and Markdown formatting
  • Can call system business object properties

Examples:

  • Read customer email: Get current customer’s {{var.visitor.email}}
  • Update custom field:
    When the customer states they are an entrepreneur, use {{tool.update.visitor.customize_psNpP_c}} to update their profile information

Business object path: Open Platform → 3Chat Domain

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4. Save and Publish

  • Click Save: Save the current task settings
  • Click Publish: Put the task into use
  • Click Cancel: Return to the task management list

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3. Special Task Types

3.1 Profile Collection

Select Profile Collection in the task type dropdown.
This type supports configuring whether to actively ask questions:

  • Enabled: Agent proactively asks customers questions
  • Disabled: Agent extracts information from conversation context

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3.2 Proactive Recommendation

Select Proactive Recommendation in the task type dropdown.
This type supports configuring a valid period:

  • Recommendations are executed within the valid period
  • Recommendations automatically stop after the period expires

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3.3 Delete Task

If a task is no longer needed, click the Delete button on the right. The task will be immediately removed.

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4. Frequently Asked Questions

Q1: How to set task trigger conditions?
A: You can base them on keywords, user behavior, or specific events. Examples:

  • Input “Refund” or “Return” → Trigger refund task
  • Complains about order issue and mentions “Cannot refund” → Trigger human support
  • Inputs order number and asks about “Refund progress” → Trigger progress query

Q2: What operations are supported in AI Tasks?
A: Including sending messages, calling functions, invoking external APIs, updating data states, etc.

5. Conclusion

With the 3Chat.AI AI Task feature, you can easily achieve automated management of complex business processes.
Whether it’s pre-sales guidance, customer profile collection, or after-sales diagnosis and refund processing, AI Tasks can help you:

  • Reduce labor costs
  • Improve business efficiency
  • Enhance customer experience and repurchase rates

If you have any questions or suggestions, feel free to share them in the community!