Hi Christian,

A conversational shortcut analyzes any free-text message a client enters into the flow using AI and then immediately goes to the appropriate part of the response.

Here is how the text response is processed:

If it is sent during an "options" step, the bot matches it with the options
If no match is found, the bot matches it with your answer flows
If no match is found, your public help center is searched
If no match is found, the fallback flow is triggered "I didn't get that, can you rephrase your question? or you can START OVER"

I hope this works for you. More information can be found here.