# 🛠technical-support
Peter
Peter·2 replies

Hi someone can help me?

When the customer send the first message even if a question YOURGPT is not understanding.

I am using conected to the Crisp.

Himanshu
Himanshu19/03/2025 05:12

Hello @Peter,

You have connected the New Session Event with "Hi" and an AI message. For platforms other than our widget, a new session is triggered when the user sends the first message, and it correctly follows what you've set up. New Session is ideal for capture the Leads or Greetings.

To fix this:

  1. Remove the New Session
  2. Create an Intent for handling upgrade plan queries.
  3. Set up a Scenario for your AI agent to assist with payment-related queries.
Himanshu
Himanshu19/03/2025 05:15

From the image, it looks like you haven't added a prompt for the AI to understand the user's message. You can use 'Previous Chat Count' or {{FLOW.last_utterance}} to help the AI recognize the user's query and respond correctly.

  • AI Response uses the AI's built-in knowledge.
  • Knowledge Base refers to the information you have specifically trained the AI with.