The Expected User Response section of a passage defines either:
- The response the chatbot should expect from the chatbot user, such as pressing a button.
- The action the chatbot should take after or instead of the chatbot user's response, such as matching an utterance to a question, running a script, or handing over to a livechat agent.
Some response types can perform additional actions, such as saving values to variables.
Defining how the chatbot user is expected to respond allows the chatbot to guide the user in using the chatbot correctly (such as pressing buttons or quick replies) when the chatbot user gives an unexpected response. You can configure how the chatbot guides the chatbot user using the Unexpected Text Response setting in the chatbot's experience settings.
Expected user response types: