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 user's request.
Too many misunderstood sentences
This response is provided by the bot when it has failed to understand several questions from the user during the same conversation. By default, this phrase is disabled, so you must enable it to make it operational. Once activated, you must specify the number of misunderstandings necessary for it to be triggered then click on "Update".
You can leave this general phrase disabled in case, for example, you use a complementary answer type knowledge to trigger a Livechat escalation after 3 misunderstood phrases.
Invalid questions
Default answer for too long questions
When a user question is too long (more than 1,000 characters), 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 (redirection to an external URL for example), the bot will provide this response.
Links open in new tabs
The bot tells the user that the link they just clicked has opened in a new window.
Livechat
Automatic welcome sentence when a livechat is accepted by an operator
You can activate this phrase so that it is sent automatically when the operator picks up the conversation. This saves your operators from having to manually enter a greeting phrase.
Note: after defining the welcome sentence, you need to click on "Enable this answer" to make it effective.
You can display the Livechat operator's first name using the following syntax: ${account.firstname}.
Make sure that a first name is correctly entered for each Livechat operator on the BMS.
Automatic sentence at the end of the Livechat dialog
You can add a phrase like “The conversation ended”.
Sentence sent to reengage the user
This phrase is automatically sent to the user when there is a period of inactivity. Its goal is to re-engage the user, check if they need more help, or ensure that they are still present to avoid automatic closure of the conversation (conversation timeout).
Reengage sentence sent to the live chat user when searching for information
This sentence is automatically sent to the user when the operator with whom they are conversing has defined their status as "seeking information". Its objective is to make the user wait, keep them informed of the situation and ensure that they are always present to avoid automatic closure of the conversation (conversation timeout).
Sentence when the livechat automatically ends
This phrase is sent to the user when the Livechat session has reached a defined period of inactivity. Its purpose is to notify the user when the Livechat session has ended and provide them with instructions on what to do next.
Sentence to welcome users to the livechat on the debug mode
This phrase is only sent when a user requests a Livechat escalation using the keyword #livechatconnectiondebug# and an operator is available with status 'debug'.
This allows you to debug or perform Livechat tests without disrupting the production service. The operator logs in with the status 'debug' and the end user sends the keyword, which ensures that escalation is only done to the operator in debug mode. The greeting phrase confirms that the connection is established for debugging.
Sentence when no operator is available
This is a phrase that appears when the user asks to speak to an operator and there are none available.
Sentence when the Livechat service is closed
This is a phrase that appears when the user asks to speak to an operator while Livechat is closed.
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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