Questions can have three context levels: global, conversation and passage.
A Global question leads to this passage no matter which conversation the chatbot user is in, unless the chatbot user is currently in a locked-in conversation.
A Conversation question leads to this passage only if the chatbot user sends it while they are in this conversation. Conversation questions override global questions when the chatbot user is in the applicable conversation. For example:
- A passage in your FAQ conversation provides the chatbot user with a list of your fees. It has the global question "what are the fees".
- A passage in your loan application conversation provides the chatbot user with the fees for a loan application. It has the conversation question "what are the fees".
If the chatbot user is in the loan application conversation and asks "what are your fees", the loan application passage will override the FAQ passage.
Global and conversation questions are created as inbound questions.
Passage Questions
A Passage question is matched only if the chatbot user sends it immediately after receiving a specific passage. Passage questions override conversation and global questions. Passage questions are created as outbound questions in the relevant passage, and they automatically appear as inbound questions in the destination passage or logic.
Context and child conversations
You can nest one conversation inside another to provide more levels of context for conversation 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. See Child conversations.
You can use child conversations to create up to four levels of context for conversation questions.
