Set up user input for a bot flow

The User Input menu lets you set up bot behavior when the bot cannot confirm a caller’s match or input. Here, you can also set up barge-in settings, confirmation rejection prompts, and confidence and confirmation threshold settings. Use built-in prompts or build logic around replies that the participant hears when the bot does not detect a match or inputs, or encounters a confirmation error.

Under Settings, click User Input. 

Bot flows

Name Description

General

Configure the following settings:

  • Automatic Quick Reply Buttons: Enable or disable quick reply buttons in messaging interactions for the customer. Quick replies allow customers to answer yes or no questions, or to select from a preconfigured list of answers to direct web messages during bot interactions. For more information, see Work with quick replies in bot conversations.

Notes:

    • The quick replies work with the Ask for Intent, Ask for Yes/No, Ask for Slot, Anything Else? Loop actions, and confirmation questions.
    • During the slot creation process, for custom list slots, add the quick replies that you want to present to customers when they encounter an Ask for Slot action.
    • When you disable this option or use a NOT_SET Boolean, quick replies are unavailable. 
    • For existing bot flows, this option is unavailable by default.
    • For new bot flows, this option is enabled by default.
  • Voice Barge-In: Enable or disable whether a caller can interrupt a bot response. This global setting allows participants to bypass a question. For example, your callers know that they say their account number without waiting for the entire question. The global barge-in feature is available at points in the conversation when the bot expects an answer from the customer; for example, in an Ask for Intent action. A participant cannot interrupt at points in the conversation when the bot does not expect an answer, such as in a Communicate action. 

Notes:

    • For existing bot flows, this option is unavailable in each flow by default.
    • For new bot flows, this option is enabled by default.
    • When you enable this setting, you enable it for all “Ask for” actions in the bot flow that you are currently editing.
No Match Detected

Configure the following settings:

  • Maximum Number of No Match Retries: Set the maximum number of times that the bot attempts to match the user input. If the bot exceeds the maximum number of retries, the following rules apply:
    1. If enabled on the action, then the flow takes the No Intent path, or
    2. The event handling Recognition Failure Event settings trigger.
  • No Match Apology: The apology communication that prefixes the current Ask action’s No Match communication when the bot receives user input that was not a valid match.
No Input Detected

Configure the following settings:

  • Maximum Number of No Input Retries: Set the maximum number of times that the bot retries if it does not receive input from the user. If the bot exceeds the maximum number of retries, the following rules apply:
    1. If enabled on the action, then the flow takes the Max No Inputs path, or
    2. If enabled on the action, then the flow takes the No Intent path, or
    3. The event handling Recognition Failure Event settings trigger.
  • No Input Apology: The apology communication that prefixes the current Ask action’s No Input communication when the bot does not receive input from the user after the relevant timeout.
  • Voice No Input Timeout: (Voice only) Set the maximum time to wait for the caller or chat recipient to respond. The default setting is 7 seconds.
Confirmation Errors

Configure the following settings:

  • Maximum number of Confirmation Rejections: Set the maximum number of times that the bot allows a user to reply with a “no” response when the bot attempts to confirm an input. If the bot exceeds the maximum number of retries, the following rules apply:
    1. If enabled on the action, then the flow takes the No Intent path, or
    2. The event handling Recognition Failure Event settings trigger.
  • Confirmation Rejection Apology: The apology communication that prefixes the current Ask action’s No Match communication when the user replies with a “no” after the bot attempts to confirm the user’s last input.
  • No Match Confirmation Apology: The apology communication that prefixes the current confirmation question when the bot receives input from the user that does not match “yes” or “no.”
  • No Input Confirmation Apology: The apology communication that prefixes the current confirmation question when the bot does not receive input from the user after the relevant time out during confirmation.
Confidence Thresholds

Configure the following settings:

  • Normal Low: Set the minimum confidence level percentage, or score, that an input phrase must receive to avoid a No Match. If the confidence level of an input phrase is above this threshold, then the bot either accepts or confirms it with the participant, depending on the value of the Normal High threshold.
  • Normal High: Set the maximum confidence level percentage, or score, that an input phrase must receive without triggering a confirmation question.
  • Confirmation: Set the minimum confidence level percentage, or score, that an input phrase must receive to avoid a No Match when a bot asks a yes or no question.

Digital bot flows

Name Description
No Match Detected

Configure the following settings:

  • Maximum number of No Matches: Set the maximum number of times that the bot attempts to match the user input. If the bot exceeds the maximum number of retries, the following rules apply:
    1. If enabled on the action, then the flow takes the No Intent path, or
    2. The event handling Recognition Failure Event settings trigger.
  • No Match Apology: The apology communication that prefixes the current Ask action’s No Match communication when the bot receives user input that was not a valid match.
No Input Detected

Configure the following settings:

  • Maximum number of No Input Retries: Set the maximum number of times that the bot retries if it does not receive input from the user. If the bot exceeds the maximum number of retries, the following rules apply:
    • If enabled on the action, then the flow takes the Max No Inputs path, or
    • The event handling No Input Maximum Retries Exceeded Handling settings trigger.
  • No Input Timeout: Set the maximum length of time to wait for the user’s response, after the bot sends the current communication, before No Input triggers. 
  • No Input Apology: The apology communication that prefixes the current Ask action’s Question communication when the bot does not receive input from the user after the relevant timeout.
  • No Input Maximum Retries Exceeded Handling: Specifies the bot behavior when the user does not supply input after the bot exceeds the maximum number of retries. If you enable the Max No Inputs path on the current action, then that setting takes precedence over this setting.
  • End of Bot Chat Message: The conversation-ending message from the bot. This setting is triggered when the bot receives no input from the user after the bot exceeds the maximum number of no input retries if:
    • You do not enable the Max No Inputs path for the current action and you set the No Input Maximum Retries Exceeded Handling to Disconnect or Exit the Flow, or
    • The user disconnects, or 
    • The session’s maximum time is met.
Confirmation Errors

Configure the following settings:

  • Maximum number of Confirmation Rejections: Set the maximum number of times that the bot allows a user to reply with a “no” response when the bot attempts to confirm an input. If the bot exceeds the maximum number of retries, the following rules apply:
    1. If enabled on the action, then the flow takes the No Intent path, or
    2. The event handling Recognition Failure Event settings trigger.
  • Confirmation Rejection Apology: The apology communication that prefixes the current Ask action’s No Match communication when the user replies with a “no” after the bot attempts to confirm the user’s last input.
  • No Match Confirmation Apology: The apology communication that prefixes the current Ask action’s No Match communication when the bot receives user input that was not a valid match.
  • No Input Confirmation Apology: The apology communication that prefixes the current confirmation question when the bot does not receive input from the user after the relevant time out during confirmation.
Confidence Thresholds

Configure the following settings:

  • Normal Low: Set the minimum confidence level percentage, or score, that an input phrase must receive to avoid a No Match. If the confidence level of an input phrase is above this threshold, then the bot either accepts or confirms it with the participant, depending on the value of the Normal High threshold.
  • Normal High: Set the maximum confidence level percentage, or score, that an input phrase must receive without triggering a confirmation question.
  • Confirmation: Set the minimum confidence level percentage, or score, that an input phrase must receive to avoid a No Match when a bot asks a yes or no question.