Expected User Response types

The Expected User Response section defines either:

  • The response the chatbot should expect from the user, such as pressing a button, so that the chatbot can guide the user to interact with the chatbot correctly if necessary.
  • The action the chatbot should take after or instead of the user's response, such as running a script or passing control of the chat to a human.

Ask Question

Select this option if you expect the user to type a question or reply to your Bot Message. The chatbot will try to match their response to questions in the following order:

  • Any Outbound Questions configured for this passage.
  • Conversation-level questions.
  • The conversation Catch All, if configured.
  • Global-level questions.
  • The chatbot Catch All.

Want to store their response?

If you want to store the user's response, such as an email, phone number or other piece of information, or perform an action after the response, like running a script or scheduling a notification, use the Send Info expected response instead.

Quick Reply

Use a Quick Reply expected response when you want Quick Reply buttons to appear at the bottom of your message for the user to press.

Regular button or Quick Reply button?

Regular buttons can be accompanied by media or images in carousels, and they're part of the chatbot message. This means they're always present once they've been sent, so the user can scroll back up the chat and press a different button. Quick Reply buttons are simple text (and emoji) only, and disappear once the user has pressed one, so the user can't scroll back up and choose a different reply.

This response can perform actions

The chatbot can also perform some actions once the user has pressed a Quick Reply, such as storing data, subscribing to stories, scheduling an event notification, running a script, or sending a custom analytics event. Quick Replies display icons to indicate any actions they perform. See Actions.

Create a Quick Reply button

When you click the Quick Reply expected response, a default Quick Reply button called New Quick Reply is automatically created for you. Click + Quick Reply if you want to add another.

Click the Quick Reply button and:

  • Edit the text you want it to display. You can add emojis using the emoji icon.
  • Click Config to select which passage the Quick Reply button leads to.

Create a dynamic "Resume Conversation" button

Some conversations need to allow the user to come back at a later point. For example, the user is in the middle of a loan application and stops to ask a question about application fees. To avoid having to start the loan application all over again, that conversation is made Resumable

For example, if this passage answers a frequently asked question about application fees, the user might jump to it in the middle of their application conversation. Adding a dynamic Quick Reply to the fees passage allows the user to jump straight back to their application conversation as if they never left. You should add dynamic Quick Replies for any passage the user is likely to jump to from within another Resumable conversation.

See the Resumability section of the Experience settings page, and our guide on how to Make a resumable conversation.

Why can't I edit the button text?

There could be several conversations in the chatbot that your user could resume. The text for this Quick Reply button is generated to fit the conversation they're resuming, so it can't be set in the passage. You can control what text appears for a conversation's dynamic Quick Reply button in the conversation-specific resumability settings. 

Edit a Quick Reply button

Click the Quick Reply button to edit it. You can:

  • Edit the button text directly.
  • Add emojis by clicking the emoji icon.
  • Change the passage the Quick Reply leads to by clicking Config.
  • Add, edit or remove the Actions the Quick Reply performs.
  • Remove the button.

Re-order Quick Reply buttons

To change the order the Quick Reply buttons appear in the chat, click-and-drag the handles on the left of the Quick Reply button.

Remove a Quick Reply button

To remove a Quick Reply button:

  1. Click the Quick Reply button you want to remove.
  2. Click Remove.

Where's the "Remove" option?

A Quick Reply expected response requires at least one Quick Reply button. The Remove option only appears when there is more than one Quick Reply button in the passage.

Press Button

Use this expected response when the Bot Message has sent a button, carousel with buttons or media with a button that the user needs to press to continue the conversation. If the user types a reply instead of pressing a button, the chatbot automatically re-prompts them to press a button, unless their reply matches one of the buttons.

Re-prompt your users to use the buttons

You can configure the number of times the chatbot should re-prompt the user in the Chatbot settings, and how the chatbot should respond if the user still types a response after reprompting. 

Send Info

Use this response if you expect the user to send you a piece of data, such as an email, phone number or file. You can configure which passage the conversation should flow to after the user has sent the information.

This response can perform actions

The chatbot can also perform some actions once the user has sent the information, such as storing the data, subscribing to stories, scheduling an event notification, running a script, or sending a custom analytics event. See Actions.

Human Handover

Sometimes you need to pass control of the chat to a human operator to talk to your user. The Human Handover expected response immediatley hands control of the chat to the messenger service you have integrated (such as Facebook Messenger) for your human operator to control.

This is not a request

This action immediately hands control of the chatbot to a human without waiting for the user to respond. If you want to ask the user whether they want to talk to a human, you should create a separate passage for that, where the "yes" option flows to a passage with the Human Handover expected response.

As this option does not require or wait for your user to respond, you should use the Bot Message to inform the user they are about to be transferred to a human.

Run Script

Use this option when you want to run a script immediately after the user has responded. For example, you want to process their input before moving to the next passage.

Select the script you want to run.

What about the next passage?

You can configure which passage the conversation should flow to next either in the Bot Message by using a button, or within the script itself.

Do Nothing

If a passage is the end of a conversation and you don't expect the user to do anything in response, use the Do Nothing option. Passages with a Do Nothing expected response can still lead to other passages via scripts or button configurations in the Bot Message, but the chatbot will not re-prompt the user to use the buttons if the user types a reply instead.

You can still have Outbound Questions that may lead to other passages with a Do Nothing expected response.

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