Intents

User Says

User says can contain entites, that will be marked with colour:

After pressing on the entity it can be changed or removed:

User Says types

There are two types of user says:

  • Exact - only exact messages from the user will be matched:

  • Contain - messages from user that contain the user says will be matched:

If the AI is turned on then messages that aren't matched by the exact or contain rule can be assigned to intent by AI.

Events

Events are tags that can be later used to link to other intents.

There are 3 special tags:

  1. Welcome
  2. Fallback with suggestion - when intent is tagged with this event it will be used by AI to dispay the customer the recommended intents if the user's message wasn't recognised.
  3. Fallback - when intent is tagged with this event it will be used by AI to display the message when no intents match the user's message

Actions

Actions are used for 2 reasons.

  1. To link the intent with the Fulfillment:

  2. And to create prompts:

Prompts

Prompts are used to ask the user to fill the Entity.

Prompts can be:

  1. System defined
  2. User defined

System defined prompts are created when the user chooses action. Not all actions create their prompt. For example action "Weather" requires the user location to be able to provide the weather, while "eCommerce catalog" doesn't require any additional information from user.

User defined prompts are created by administrator. Admin can add multiple prompts that will fill the entites. It can be used to create an intent that will gather information about the bot user. For example admin can gather information required for the product delivery:

Or if the product is a digital copy that can be sent by email the admin can ask for email only:

Prompt types

There are 3 Prompt types:

  1. Force Prompt

    When using "Force Prompt" the bot user will be always asked to provide a new value for the given entity, even if it was provided earlier.

  2. Last Prompt

    When using "Last Prompt" the bot user will be never asked to provide a new value for the given entity, if it was provided earlier. (If the user haven't provided the value earlier he will be asked to provided it only during the first time.)

  3. History Prompt

    When using "History Prompt" the bot user will be given a choice if he wants to use one of the two last values of the entity or if he wants to enter a new one. (If the user haven't provided the value earlier he will be asked to provided it only during the first time, later he will be given a choice.)

Prompt Confirm

When "Prompt Confirm" is checked the system will send a confirmation message to the user to confirm if the value set is correct. User can change the value or proceed.

When "Prompt Confirm" is not checked the system will save the value provided by the user and will proceed with the next message.

Responses

There are 3 response types:

  1. Text

    Text is a pure text response.

    Text is a mandatory field
    Text length is limited to 640 signs

    Webchat example:

    Messenger example:

  2. Image

    Image type allows you to send images with a title and subtitle:

    • Image - it is an url to an image.

      Images should have the 1.91:1 ratio, otherwise they will be scaled or cropped.

      Image is a mandatory field

    • Title

      Title is a mandatory field
      Title length is limited to 80 signs
    • Subtitle

      Subtitle length is limited to 80 signs

    Webchat example:

    Messenger example:

  3. Gallery

    Gallery type allows you to send multiple messages that will be delivered in one line that can be scrolled horizontally. Gallery can consist of up to 10 messages that contain:

    • Image - it is an url to an image.

      Images should have the 1.91:1 ratio, otherwise they will be scaled or cropped.

    • Title

      Title is a mandatory field
      Title length is limited to 80 signs
    • Subtitle

      Subtitle length is limited to 80 signs
    Webchat example

    Messenger example
Buttons

Each of the responses can have from 0 up to 3 buttons.

Buttons can be linked to:

  • External url
  • Other intent
  • Event
Button name length is limited to 20 signs