How To Use Tekmatix Conversations AI Image Response for Faster Customer Support

In today’s fast-paced customer support environment, visual communication is often key. Customers frequently share product photos, screenshots, receipts, or documents to explain their concerns. Tekmatix Conversations AI Image Response empowers your bots to understand these images and respond intelligently, saving time and improving customer satisfaction.

This guide will show you how to enable and use Image Response, along with a real-world scenario to help you apply it effectively.

Why Conversations AI Image Response Matters

Using AI to analyze images directly within conversations has several benefits:

• Visual problem-solving: Bots can interpret screenshots, receipts, menus, or product photos to provide precise guidance

• Faster resolution: Reduce the back-and-forth by addressing issues directly from the visual content.
  

• Omni-channel consistency: Customers receive the same helpful experience across Live Chat, Facebook Messenger, Instagram DMs, WhatsApp, and SMS/MMS.
  

• Multi-image understanding: Process multiple images in one message to maintain context and clarity.

• Operational efficiency: Routine questions are handled automatically, letting your team focus on high-value tasks.
  
  

Supported Image Types

For the smoothest experience, use these file formats:

• JPG (.jpg)

• JPEG (.jpeg)

• PNG (.png)

• HEIC (.heic) – coming soon
  
  

Compatible Channels

Ensure your audience can share images where they already message you:

• Live Chat (Web Widget)

• Facebook Messenger

• Instagram Direct Messages

• WhatsApp

• SMS/MMS (U.S. & Canada)

Tip: Check your channel policies for file size limits before sending large images.

How To Set Up Conversations AI Image Response

Follow these steps to enable your Tekmatix bot to handle images:

1. Access Your Bot Settings

• From your account, go to AI Agents → Conversation AI → Agent List.

• Click the three dots (⋮) next to the bot you want to configure and select Edit.
  

  

2. Enable Image Responses

• Toggle “Also allow this bot to respond to: Images.”

• Click Save Your Changes.

  

3. Test on a Connected Channel

• Send a JPG or PNG image via Live Chat or a social channel.

• Confirm the bot replies appropriately, referencing the visual content.

  
  

Sample Scenario: Handling a Customer Photo

Situation: A customer sends a photo of a broken coffee maker via Instagram DM.

Without Image Response:

• Support asks the customer to describe the issue, leading to multiple messages back and forth.
  

With Tekmatix Image Response:

1. Customer sends the photo.

2. Bot analyzes the image, detects the damaged part, and replies:
   “It looks like the hinge on your coffee maker is broken. You can request a replacement part or schedule a repair. Click here to proceed.”

3. Customer immediately gets actionable guidance—no extra back-and-forth needed.

Outcome: Faster resolution, higher satisfaction, and more efficient use of your support team’s time.

Multi-Image Handling

If a customer sends several images at once, the bot analyzes them collectively and provides a coherent reply referencing all relevant details. This keeps conversations concise and clear.

Frequently Asked Questions

Q: Is there an extra fee for Image Response?
A: No extra Labs add-on is needed. Standard messaging rates and AI usage in your account apply.

Q: What image size is supported?
A: Limits vary by channel and carrier. For best results, use JPG/PNG within channel-recommended maximums.

Q: Can I enable Image Response only for certain channels?
A: The Images setting is per bot. To vary by channel, assign separate bots for different channels.

Q: Does it support HEIC from iPhones?
A: HEIC support is coming soon. Until then, ask customers to send JPG/PNG files.

Q: Why did the bot’s response feel generic?
A: Low image quality or missing context can reduce accuracy. Encourage customers to provide clear images and short notes (e.g., “broken hinge”).