How to use EG Sasha – the AI assistant in EG Ajour #
CONTEXT #
This guide describes how to use EG Sasha – EG Ajour’s built-in AI chatbot. EG Sasha is available around the clock on the right side of EG Ajour, and you can enlarge or reduce the chat window while you continue working in the system. The guide covers opening the chat, asking a question, giving feedback on the answer, escalating to a human support agent (live agent), changing language, starting a new conversation and viewing your conversation history.
RELEVANCE #
You will need this guide when you want quick help with EG Ajour without having to contact support directly. EG Sasha can give you step-by-step guides and answers to typical questions. If the chatbot’s answer does not solve your problem, you can quickly move on to a human support agent without leaving the chat window. You can always find your way back to earlier conversations if you need to reread an answer.
PREREQUISITES AND REQUIREMENTS #
- You must be logged in to EG Ajour Web
- Live agents must be available in the system if you want to escalate to human support (opening hours may vary)
- You must have a stable internet connection
- Avoid sharing personal information in the chat (e.g. name, email or phone number)
GUIDE (step by step) #
Step 1: Find the help box on the front page (“Home”), or click the robot icon in the top menu bar. Click the link “here” next to “Chat with our AI assistant Sasha”, or click the robot icon directly.
Step 2: The chat window EG Ajour Chatbot opens on the right side of the screen. EG Sasha welcomes you with a message about what it can help with, as well as a reminder not to share personal information.
Tip: You can enlarge or reduce the chat window while you continue working in EG Ajour.
Step 3: Type your question in plain language in the field “Type your message…” at the bottom of the chat window. The field continuously shows how many characters you have used out of the 500 available.
Step 4: Click the send icon (the paper plane) to the right of the text field to send your message. EG Sasha uses AI to create an answer, which may contain a step-by-step guide or an answer to a typical question.
Tip: Ask your question as clearly and specifically as possible. This will improve EG Sasha’s answers, and you will be helped on faster.
Step 5: When EG Sasha has answered, it asks the question “Did I answer your question?”. Click “Yes” if the answer solved your task, or click “Not really” if it did not.
- Note: Your feedback is used on an ongoing basis to improve EG Sasha’s answers and functionality.
Step 6: If you click “Not really”, EG Sasha automatically presents you with more options: “Yes, let’s continue chatting”, “No, end the chat”, “Create a ticket” and “Live chat”. Select “Live chat” if you want immediate contact with a human support agent.
Step 7: Read the confirmation dialog that appears on top of the chat window, and click “Confirm”.
Important: If you click “Cancel”, the process is aborted and you return to the chat window without being connected to an agent.
Step 8: The system now searches for an available live agent and places you in a waiting queue. You see a waiting view with the text “You are in the queue” and an estimated waiting time.
Tip: Do not leave the chat window while you wait – the connection to the agent is established automatically when it is your turn. If you change your mind, you can click “Cancel queue” to leave the queue and return to the normal chat view.
Step 9: When an agent is available, the connection is established automatically, and the chat is handed over to the human agent.
Step 10: If you instead want to change the language in the chat, click the translate icon at the top of the chat window and choose between Danish, English, Norwegian, Swedish, Finnish or Polish. Both the welcome message and the input field then change language.
Step 11: Click the three vertical dots at the top right of the chat window to open the menu with additional options.
Step 12: Select “New conversation” if you want to start over with a new conversation with EG Sasha.
Step 13: Select “History” instead if you want to see your earlier conversations with EG Sasha.
Step 14: In the view Conversation history you can filter your earlier conversations using the filters Status, Product, Search and User rating. Click “Clear filters” if you want to reset your filter selections.
Step 15: Each conversation in the list shows the sender’s email, date and time, which product the conversation concerns, the status of the conversation (e.g. “Solved” or “Chat ended without solution”) and your star rating of the conversation.
Step 16: Click the speech bubble icon next to a conversation to open and reread it, or click the download icon to save the conversation.
Step 17: Click the back arrow (“←”) next to “Conversation history” to return to the active chat with EG Sasha.
- Note: If you type a message and close the chat window without sending it, the message is not saved.
NEXT STEPS #
- Try asking EG Sasha a specific question about a function in EG Ajour that you are unsure about
- Use “Live chat” if EG Sasha cannot find answers to your questions
- Create a support ticket using the button “Create a ticket” if you experience errors in the system
- Review your earlier conversation history to see whether an earlier answer already solves your current challenge