System Messages Settings


Overview


System messages allows you to configure all the default system settings, timeout interval for inactivity and error message that you want to display to the user.

This UI can be accessed through multiple paths as mentioned below:

  • Bot Studio -> My Conversations -> Messages -> System Message Settings
  • Inside a conversation canvas as part of the tool bar
  • Bot Studio -> Deployments -> System message Settings

Tip: All the messages are single para and all the newlines are ignored and show to the end user as one paragraph. Currently the system message doesn’t support rich editing.

General Messages


Welcome Message

This message is shown to the user, when he / she launches the chat for the first time.

Handover Message

This message is shown to the user when AI detects that it is unable to handle the request and is about to transfer the chart to a human agent. Handover message will only be displayed if "Manual Agent Support" is enabled.

Human Agent Supported

Toggle button to enable or disable Human Agent support. If enabled, then the AI automatically transfers the chat to human agent if it is not able to process the request after multiple attempts.

Help Message

This message is displayed after user responds to the greeting message. Welcome message & Help message can be displayed in sequence without user entering any text.

Multiple Intent Detected

This message is displayed when the chat bot is processing an intent and user specifies another intent. In this case this message is displayed and the conversation is switched to the newly identified intent. Once the newly identified intent is processed it automatically switches to the existing intent under process.

Error Conditions


Number of Attempts for Intent and Input Validation

This is the number for attempts Chat bot will perform to validate an Intent.

Invalid Input message

This message is displayed when input provided by user doesn't match the input variable type. Example, If input parameter type is Phone number and user inputs only 5 digits, then this message is shown to the user.

Unable to Identify Intent

This message is displayed when intent provided by user doesn't match with any system configured intent.
Example, If bot is trained to handle a use case where a user is looking for a car insurance, and user types "I want to book a movie ticket". As this is the intent that is not handled by bot, it shows the message provided under "Unable to Identify Intent" to the user.

Conversation is not deployed


This message is displayed in the widget on Customer's website when none of the conversation is deployed.

Language Not Supported


This message is displayed when user types in any language other than English.Please note that minimum 12 to 15 words are required to understand the language. If user input is less than 12 words, an "Unable to Identify Intent message" would be displayed.

Trigger Failure Message


This message is displayed when third party API integration fails.
Example: If the backend services are down or we receive an error from API triggered.

Data Validation Failure


This message is displayed when input parameter validation fails.
Example: In trigger Validation tab, there is a provision to validate already captured input parameters against the values in API response. If the validation fails this message is displayed.

User idle Timeout


First Timeout


First timeout is a time interval in seconds. If there is inactivity from the user for that interval then "First Timeout message" is displayed.

First Timeout message


This message is displayed to the user if there is an inactivity for the time interval specified in "First Timeout".

Second Timeout


Second Timeout is a time interval in seconds. This timer starts after the first timeout has reached. If there is inactivity from the user for that interval then "Second Timeout message" is displayed. If there is any user activity then both the timers are reset.

Second Timeout message


This message is displayed to the user if there is an inactivity for the time interval specified in "Second Timeout".
Example:
First Timeout is set to 60 sec.
Second Timeout is set to 120 sec.
Then the second time message is displayed after the total user inactivity of 180 sec (60 sec + 120 sec).