Text to Button and Unexpected Text Response

Sofie Bird

30 March 2022 06:58

Use these settings to help your users when they don't response quite how your chatbot expects them to.

Changes to these settings are sent to the Ready to publish stage in Versions, and will not be applied until they are published. You must publish these changes with the next version of your chatbot.

The Text to Button and Unexpected Text Response settings are configured in your chatbot's Experience settings. To open the Experience settings:

Select your team and the chatbot you want to edit.
Open the Manage section of the left navigation and click Settings.
Click Experience.

Text to Button

Sometimes users reply by typing the labels on the chat buttons instead of pressing the button. Turn this setting on if you want the chatbot to treat the user's typed input as a button click when appropriate.

Unexpected Text Response

Sometimes users need a little nudge to press a button in the chat rather than typing their reply. The inGenious AI chatbot can automatically re-prompt the user to press the button correctly, and switch to a fallback passage or matching questions if needed.

Field	Description
Max Prompt Number	The maximum number of times the chatbot will prompt the user to press the button before going to the Fallback Option. This does not include the initial message.
Quick Reply Re‑prompt Text	The message to show the user when they have typed something instead of pressing a Quick Reply button.
Button Re‑prompt Test	The message to show the user when they have typed something instead of pressing a button.
Fallback Options	If the user has been re-prompted the Max Prompt Number of times and still types a reply, then either use Questions to address the response, or choose a specific Passage to reply with.