There are a number of non-configurable bot behaviors that are part of your bot’s functionality. These are triggered by the customer entering a free-text message into the widget or mobile SDK. The bot then assesses the content of the text entry and responds with one of the following behaviors:
These responses remain active in customized bot flows.
These automated messages appear in your selected bot language. See Managing languages for a bot.
When a customer sends a free-text message during a conversation with the bot, the bot will use AI to assess the message and automatically jump to the relevant answer flow.The bot attempts to find a relevant answer flow based on the title and training phrases of answer flows that you have configured. If no answer flow matches the free-text entry, an article suggestion is triggered. If article suggestions are not available, the fallback flow is triggered.
Article suggestions are only available if you have a publicly available help center. If no help center is available, the article suggestion behavior will not be triggered, and a fallback flow is triggered instead.
The fallback flow is triggered when none of the abovementioned behaviors help the customer self-solve their support issue. The bot gives them the option to rephrase their question or start a new conversation.