Customer Chatbot

the nue customer chatbot is an agentic service layer on top of model‑agnostic mcp servers that turns natural language into customer insights and actions across your revenue journey, available seamlessly in both salesforce and the nue app instead of navigating through multiple tabs, lists, and records, your teams can simply ask questions in natural language and get instant, context rich answers about customers — including subscriptions, invoices, credit memos , and more the chatbot goes beyond simple lookups — it provides guided, actionable workflows so your teams can 🔍 search and explore customer accounts, subscriptions, and billing data 📝 summarize account health, subscription status, and key lifecycle milestones 🔄 create renewal opportunities and quotes or initiate change orders without leaving the conversation ⚡ move through workflows faster with ai generated insights and guardrailed actions the experience supports switching between customers on the fly each conversation remains scoped to the currently selected customer , ensuring responses and actions always stay relevant — even as you move quickly across multiple accounts during your day get started licenses and permissions before you can use the chatbot your tenant must have the nue ai license enabled users must be assigned the customer chatbot functional permission under ai before you start please refer to the configure nue ai docid\ ex 7wtj7w2vy9pilxcou5 to select the ai model and, if desired, configure custom prompts launch the customer chatbot launch from the lifecycle manager after completing these steps, any salesforce user whose mapped nue user has the customer chatbot functional permission will see a new let's chat button when they launch the lifecycle manager to access it, navigate to nue on salesforce → select an account → manage customer lifecycle → let’s chat the let's chat button in the lifecycle manager once the chatbot is open, users can press the esc key to shrink it and press esc again to minimize it completely this allows users to continue working in the lifecycle manager while keeping the chatbot accessible for quick interactions let's chat fully expanded view shrunk customer chatbot launch from the account detail page alternatively, the customer chatbot can be launched directly from the account detail page in salesforce there are 2 different options to add the customer chatbot button to the account page layout a add the quick action to the account page layout in salesforce navigate to setup > object manager open account go to page layouts → open the layout used by the specific user profiles in the palette, select mobile & lightning actions drag customer chatbot into the salesforce mobile and lightning experience actions section (this controls the highlights panel actions) click save b ensure the action appears on the lightning record page (app builder) from an account record, click the gear → edit page (lightning app builder) click the highlights panel component if use tab’s actions is enabled, your page layout actions will appear if actions are overridden, click add action , search for customer chatbot , and add it alternatively, add a quick actions component to the page and include customer chatbot click save , then activate (assign to the desired app/profile/org default) return to the account record now you can test the button by opening any account record click customer chatbot in the highlights panel a full screen/modal experience should open, pre filled with the current account context launch from nue customers page alternatively, users can launch the customer chatbot directly from the customers page in the nue app to do this log in to nue app navigate to lifecycle manager > customers from the side menu in the businesses tab, locate the customer you want to work with click the sparkle icon in the top right corner of the customer card, as shown in the image below this provides a quick way to open the chatbot without navigating through salesforce, allowing users to ask questions and take actions directly within the nue app launch from nue customers page what you can do with the customer chatbot the nue customer chatbot brings powerful, ai driven insights and guided actions directly into salesforce and the nue app, so your teams can manage subscriptions, billing, and customer context without switching between tools whether you’re preparing for renewals, handling collections, or understanding a customer’s full lifecycle, the chatbot provides a fast, conversational way to get answers and take action navigation and context the chatbot is designed for fast navigation across complex account structures use the left panel to navigate the customer’s account hierarchy (parent, children, and billing accounts) while staying in the same conversation browse or search for other customers —a curated list of up to 20 customers ordered by the latest order date—or use the search bar to jump to any customer by name all chatbot queries and actions are automatically scoped to the currently selected customer , so you don’t need to provide extra context manage subscription lifecycle the chatbot allows you to explore and manage subscriptions for the current customer using natural language list all subscriptions for the selected customer in a clear, structured table showing subscription number product type (bundle, standalone, add on) current amount renewal date owner see subscriptions up for renewal within the next 90 days by default, or narrow the timeframe (e g , “within 30 days”) results are sorted by renewal date and key metrics are visually emphasized for easy scanning create renewal or change quotes directly from the chat by selecting a subscription and clicking create renewal quote , so you can act without leaving the chatbot make subscription changes using natural language , including but not limited to set / add / reduce quantity set / add / reduce term renew or co term subscriptions set / increase / reduce prices convert free trials to paid subscriptions apply discounts or pricing adjustments you can also combine multiple actions in a single instruction, for example convert this free trial to a paid subscription but give 10% discount for a year the chatbot interprets your intent and executes the required actions using mcp tools behind the scenes, while providing guardrails for accuracy view billing data the chatbot makes it easy to surface and act on billing data outstanding invoices retrieve all invoices with a positive balance the table displays invoice numbers, balances, and due dates with clear visual emphasis open pdfs directly from the table, including magic links where available for quick sharing credit memos ask “show me credit memos for this customer” to see a table with memo numbers, balances, issue dates, and direct pdf links putting it altogether the nue customer chatbot helps teams reduce time spent digging through complex data increase consistency and accuracy through ai grounded insights accelerate renewals, changes, and customer conversations — all without leaving chat customer analysis and recommendations when you launch the customer chatbot, a customer summary is generated automatically if a configure nue ai docid\ ex 7wtj7w2vy9pilxcou5 has been configured, the chatbot will use it to produce the summary according to your specified format and instructions the chatbot consolidates multiple data sources to give you a clear picture of the customer generate an ai powered customer summary that includes active and canceled subscriptions outstanding and overdue invoices key contacts account hierarchy and locations the summary is presented in an easy to read brief, enabling quick comprehension and next steps the right panel displays key customer information and custom fields alongside the ai summary, keeping essential context visible as you chat you can also prompt the chatbot with questions such as follows given what you know about this customer, what do you suggest i do next? example prompts here are some example prompts to help you get started “show active subscriptions and who owns them ” “which subscriptions are up for renewal in the next 30 days?” “list outstanding invoices with due dates and links ” “show me credit memos for this customer ” “summarize this account’s subscriptions, overdue invoices, and key contacts ” “convert this free trial to a paid subscription but give 10% discount ” “renew this subscription and add 50 more seats upon renewal" "convert free trial into a paid subscription but give 10% discount for the first year" chat history the chat history feature allows your organization to review, audit, and analyze past ai interactions across both end user and admin contexts all chatbot conversations are timestamped and persisted , so users can return to a previous thread, and admins can monitor activity across the organization for compliance, quality, and performance this will also give ai a longer context end users persistent conversations and clearing threads as an end user, every message you send or receive in the chatbot is automatically saved with a timestamp this means you can leave a conversation and return later without losing context , enabling continuous, flexible workflows clearing a conversation if you want to start fresh, you can clear your current conversation directly from the chatbot interface what happens when you clear a conversation the current thread is removed from your view, and your next message starts a new conversation scoped to the selected customer historical records remain persisted for audit purposes and are still visible to admins in chat history open the chatbot, scroll to the top, and click the "clear chat history" icon to remove your conversation, as shown below admin users viewing and exporting chat history this feature will be available in release 2507 admins can access a centralized chat history panel in settings to review recent ai activity, search specific dates, and export data for broader analysis viewing chat history open settings and select nue ai > chat history use the date picker to select a specific day within the last 7 days the default “all” view displays messages from the past 7 days browse through results — up to 40 records per page , with local pagination supporting up to 1000 records click view on any row to see full message details, including the prompt, answer, and metadata such as model type and token usage (when available) exporting chat history for deeper audits or reporting, admins can download a csv export of up to 30 days of chat history use the date parameters (start date and end date) to define your range the exported file includes timestamp, username, prompt, and answer columns for each message = time zone note date filters use utc adjust your date selections accordingly if you’re working in another time zone