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 bots.
These automated messages appear in your selected bot language. See Managing languages for a bot.
A conversational shortcut uses AI to assess any free-text message entered into the conversation by a customer and automatically jumps to the relevant part of an answer.
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 offers up to six possible answers for them to choose from.
You can configure the fallback flow. See Building a bot using answers: Fallback response.