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 caller or chat recipient hears when the bot does not detect a match or inputs, or encounters a confirmation error.

Under Settings, click User Input. 

Name Description
Automatic Quick Reply Buttons

Select whether to enable quick reply buttons in web 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 disabled by default.
  • For new bot flows, this option is enabled by default.
Voice Barge-In

Select whether a caller can interrupt a bot response. This global setting allows users to bypass a question. For example, your callers may 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 user 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 disabled 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 Matches Detected

Configure the following settings:

  • Maximum number of No Matches: Set the maximum number of times to attempt a match before playing the No Match Apology reply.
  • No Match Apology: Set the voice or chat text to play for the caller or chat recipient upon timeout. For example, “I’m sorry.”
No Inputs Detected

Configure the following settings:

  • Maximum number of No Inputs detected: Set the maximum number of times that the system detects no input from the caller or chat recipient before playing the No Input Apology reply. The default is three attempts.
  • No Inputs Timeout: (Voice only) Set the maximum time to wait for the caller or chat recipient to respond. The default setting is 7 seconds.
  • No Inputs Apology: Set the voice or chat text to play for the caller or chat recipient upon timeout. For example, “I didn’t hear you. Can you repeat that?”
Confirmation Errors

Configure the following settings:

  • Maximum number of Confirmation Rejections: Set the maximum number of times that the system detects a confirmation rejection from the caller or chat recipient before playing a reply. The default is three attempts.
  • Confirmation Rejection Apology: Set the voice or chat text to play before the current “Ask for” action when the caller or chat recipient rejects the bot confirmation of the caller’s last input. For example, “My mistake.”
  • No Match Confirmation Apology: Set the voice or chat text to play when the system does not detect a match from the caller or chat recipient. For example, “Please say yes or no.”
  • No Input Confirmation Apology: Set the voice or chat text to play when the system does not detect input from the caller or chat recipient. For example, “I didn’t hear you. Can you repeat that?”
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 to be accepted 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.