Catch All
Last updated
Last updated
This is where you set up the flow for instances when Instinct AI fails to understand the user's utterance without hampering the user experience. Chatman provides or is made with five reply types to deal with such situations:
Here is the explanation along with a scenario where the particular catch-all feature can be helpful. Choose the one that best suit customer needs and wants.
You can set only one Catch-All reply to all the intent in either of the response type. Choose that best suit your business and the customer needs and wants.
Hand over the particular inbox to a human agent for better handling and improving customer experience. It's not always the case that the bot can answer every question.
How can you set catch-all to journey reply.
Select the option of Human Handoff.
Draft a message to be sent.
Choose the agent you want to handle this query.
Since you can set anyone catch all reply, it's advisable to use randomly so that any agent can be assigned, and if/she is unable to handle the query, he can be assigned to another agent.
The query can be assigned to a particular agent or in a queue or to a group of agents.
When Instinct AI fails to understand, a text reply involves providing a simple text-based response acknowledging the issue and asking the user to rephrase or clarify their intent.
Select the option of Reply.
Draft a perfect message.
Add random variation, which will be picked up randomly by the AI to answer user utterances.
The bot responds with a particular Journey on the basis of query asked, thinking he/she might be looking for.
Select Journey as an option.
Select the relevant journey from the drop-down list.
If you don't have a relevant one, create new journey.
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In cases where Instinct AI is unable to understand the user's input and there's no suitable predefined response, the 'No Reply' option involves not providing any immediate response. This can be useful to avoid generating irrelevant or confusing messages.
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Blocks involve using predefined content or structured elements to guide the conversation. This can be of three types: list messages, reply messages and flow messages.
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