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 Matches Detected

Configure the following settings:

  • Maximum Number of No Match Retries: 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 customer upon timeout. For example, “I’m sorry.”
No Inputs Detected

Configure the following settings:

  • Maximum Number of No Input Retries: Set the maximum number of times that the bot detects no input from the customer before playing the No Input Apology reply. The default is three attempts.
  • No Input Apology: Set the voice or chat text to play for the customer upon timeout. For example, “I didn’t hear you. Can you repeat that?” 
  • 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 detects a confirmation rejection from the customer 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 customer 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 bot does not detect a match from the customer. For example, “Please say yes or no.”
  • No Input Confirmation Apology: Set the voice or chat text to play when the bot does not detect input from the customer. 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 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 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 customer upon timeout. For example, “I’m sorry.”
No Inputs Detected

Configure the following settings:

  • Maximum Number of No Input Retries: For the current Ask For action, the maximum number of times that the bot prompts the participant for input if the bot does not receive a response. If the number exceeds the maximum number that you set here, the bot ceases to prompt the participant and no longer waits for input. No input behavior in the normal and confirmation phases of the Ask For action counts towards the maximum. The default is three attempts.
  • No Input Timeout: When a customer doesn’t respond in the amount of time that you set here, the bot plays the No Inputs Apology message the user. Set the maximum time to wait for the caller or chat recipient to respond. The default setting is one minute.
  • No Input Apology: When a customer doesn’t respond in the amount of time that you set in No Inputs Timeout, set the text to play for the participant. For example, “I didn’t understand. Please enter “yes” or “no.”
  • No Input Maximum Retries Exceeded Handling: When a customer reaches the number that you set in Maximum Number of No Input Retries, the bot no longer prompts the participant for a reply and instead follows the handling that you set here. You can select Keep Chat Open, Disconnect, or Exit the Flow
  • End of Bot Chat Message: Set the message to signal the end of the conversation. This setting signals that the customer still did not submit input after they reach the number that you set in Maximum Number of No Input Retries, or if the bot conversation met the maximum time.
Confirmation Errors

Configure the following settings:

  • Maximum number of Confirmation Rejections: Set the maximum number of times that the bot 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 bot 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 bot 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 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.