Global sentences
Global sentences represent bot answers during a dialog that are not handled directly by the knowledge base and that can be used to handle particular situations.
Go to Content > Global sentences to handle global sentences in your bot.
Misunderstood sentences
Answer for misunderstood sentences
This sentence is provided by the bot when it has not been able to understand the request of the user.
Too many misunderstood sentences
This response is provided by the bot when it failed to understand several questions from the user. You have the option to disable this response in case you use the proactivity of your bot in some cases, for example, triggering the Livechat after 3 misunderstood sentences.
Invalid questions
Default answer for too long questions
When a user question is too long, the bot will give this answer.
Answer for empty sentences
The bot will provide this answer when the user sends an empty request.
Links
Click on links
When the user clicks on a link, the bot will provide this answer.
Links open in new tabs
The bot tells the user that the link he just clicked opened in a new window.
Livechat
Automatic welcome sentence when a livechat is accepted by an operator
You can add a sentence like "Hello, how can I help you?".
Note: after defining the welcome sentence, you need to click on "Enable this answer" to make it effective.
Automatic sentence at the end of the Livechat dialog
You can add a sentence like "The dialog with your operator is finished".
Sentence sent to reengage the user
Reengage sentence sent to the live chat user when searching for information
Sentence when the livechat automatically ends
Sentence to welcome users to the livechat on the debug mode
This sentence is only sent after users asking for a Livechat escalation with the keyword #livechatconnectiondebug# and when there is an operator available with the "debug" status.
Sentence when no operator is available
This is a sentence that appears when the user asks to speak to an operator and there is none available.
Sentence when the Livechat service is closed
Sentence when a survey is sent by operator
Inaccessible answer
Default answer for disabled knowledges
When a knowledge is not published, your bot explains to the user that he has been able to understand it but can not provide an answer.
Default answer when action is empty
When a knowledge answer is empty, your bot explains to the user that he has been able to understand it but can not provide an answer.
Various
Refocus sentence
This sentence is added at the end of the non-business bot's answers to refocus the dialog.
Answer in case of internal errors
When an internal error occurs, the bot will provide this answer.
Rewords introduction
Sentence to introduce reword when the bot isn't sure.
Global suggestion for rewords
This global sentence allows you to add a reword sentence (when the bot did not understand the user sentence) and allows you to redirect the user to another knowledge. To do so:
Activate the answer with the Enable this answer button.
Select the knowledge to which the reword will redirect the user and fill in the title (via the text editor > Edit) which will be displayed from the dialog box.
Click Update.
Thus, when the bot does not understand a reword, it will propose to the user (in this example) to click on No suggestions can answer my question. which will return it to the knowledge Other (in this example) created previously.
Note: consider disabling satisfaction surveys on knowledge items to which the global suggestion redirects.
Livechat waiting queue
Sentence when leaving Livechat queue
Sentence when the user enters the queue but decides to close the window.
Sentence when no operator is available for queuing users
Livechat operators
These are sentences describing the status of the operator and the user when he is writing his answer.
Mail
These are sentences related to email options.
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