A conversation is a collection of passages that your chatbot will send to users. Usually, all the passages within a conversation are closely related. For example, each of these would likely be its own conversation:
- A flow to help a user book an appointment.
- A flow to remind a user of their upcoming appointment.
- A flow to follow-up with a user after their appointment.
- Responses to frequently asked questions.
Create and manage your conversations using the Conversations screen.
You can create a conversation inside another conversation to create levels of context for question matching. Conversations can contain up to three levels of children.
Creating child conversations only impacts question-matching contexts, it has no other impact on your chatbot. For more information on matching questions, see Questions.
Create a new conversation
To add a new conversation to your chatbot:
- Click the + Conversation button.
- Type a name to identify the conversation in your chatbot.
- Click OK.
The new conversation card is added.
Create a child conversation
Child conversations are nested inside another conversation in order to create levels of context for matching questions. You create them using the menu of the parent conversation.
Once you've created a child conversation, you can see it in your conversation list by expanding the parent.
Rename a conversation
To edit a conversation's name, click the menu icon next to the conversation and click Rename.
Set the starting conversation
The starting conversation is the flow the chatbot sends to the user when they interact with the chatbot for the first time. The starting passage of the starter conversation is the first message the user receives.
To change the starting conversation, click the menu icon next to the conversation and click Set to starting conversation.
Change a conversation's settings
In the conversation settings, you can make a conversation resumable, set a specific Catch All passage for the conversation, and configure how the chatbot handles repeated passages in this conversation.
To open the conversation's settings, click the menu icon next to the conversation and click Settings.
A Catch All is the passage your chatbot uses to respond to your user when it can't match their typed reply to a question. You can specify a default Catch All for your chatbot, and a Catch All that is used when the user is in a specific conversation. If the conversation Catch All is enabled, it takes precedence over the chatbot's default Catch All.
If the user types a response that does not match a question while they are within this conversation flow, select the passage the chatbot should use to respond.
For more about the chatbot default Catch All, see Chatbot settings.
Sometimes a user types a reply that matches a question the chatbot has already answered, and the user receives the same passage again. In some conversations, this is to be expected: a package-tracking chatbot might be asked where a package is several times, and identical replies won't seem out of place. But for conversations where the user does not expect the same response again, it can frustrate the user.
The Intellimem feature steps in when the chatbot would have otherwise repeated its response and sends a different response so the conversation feels more natural. You can use these responses to guide the user into rephrasing their question, or asking to talk to a human.
You can configure this at the chatbot level if most of your conversations should not repeat responses. If some of your conversations should repeat responses but others shouldn't, you can configure Intellimem per-conversation. In this case, the Intellimem feature is only activated when the user is in this conversation flow.
|First repeat||Select the passage to send the first time a passage would have been repeated.|
|Any subsequent repeat||Select the passage to send after the first repeat.|
|Reset in (minutes)||Allow the original passage to be sent again after this many minutes.|
|Catch All Only||Only use this feature when the passage that would be repeated is the passage used for the Catch All.|
For information on configuring Intellimem at the chatbot level, see Chatbot settings.
Sometimes a user needs to pause a conversation and return to it where they left off.
For example: a user is making a loan application and asks some side questions. Some of those questions are answered in your FAQ, which is a different conversation. You don't want the user to have to restart their loan application just because they asked a question, so you make the Loan Application conversation Resumable. When the user has finished their questions, they can pick up the loan application where they left off.
When a conversation is resumable, the inGenious AI platform can generate a Quick Reply button to take them back to the conversation flow. See Quick Replies in Expected user response types.
You can define what text appears on the button in the Resume Button Title field.
Delete a conversation
Delete a conversation to remove it and all the passages it contains from your chatbot.
Before you delete...
Deleting a conversation can't be undone. If you want a backup of this conversation, create a version of the chatbot before you delete the conversation. See Versions.
To delete a conversation, click the menu icon next to the conversation and click Delete.