Questions can have three context levels. The first two levels are for Inbound questions:
- A Global question leads to this passage no matter which conversation the user is in.
- A Conversation question leads to this passage only if the user sends it while they are in this conversation.
Conversation-level questions override Global-level questions when the user is in the applicable conversation. For example:
- A passage in your FAQ conversation provides the user with a list of your fees. It has the Global-level question "what are the fees".
- A passage in your Loan Application conversation provides the user with the fees for a loan application. It has the Conversation-level question "what are the fees".
If the user is in the Loan Application conversation flow and asks "what are your fees", the Loan Application passage will override the FAQ passage.
These two context levels are created as Inbound questions.
The third context level can be considered a Passage level context. These questions are matched only if the chatbot user sends it immediately after receiving a specific passage. Passage context overrides Conversation and Global contexts. Passage-context questions are created as Outbound questions in the relevant passage.
Context levels and child conversations
You can nest one conversation inside another to provide more levels of context for Conversation-level questions. The chatbot will try to match questions in the current conversation first. If no questions match, and the current conversation is a child of another conversation, the chatbot will try to match the question in the parent conversation.
Child conversations behave exactly the same as normal conversations. Making one conversation the child of another only affects question contexts, not your conversation flow.
You can use child conversations to create up to four levels of context for conversation-specific questions.