Assign default behaviors
Learn how to adjust the out-of-the box behaviors for your conversational application in your NLX workspace
Last updated
Learn how to adjust the out-of-the box behaviors for your conversational application in your NLX workspace
Last updated
Default behaviors define which conversation workflows the application should follow in specific situations. This includes how the conversational AI application initially greets the user as well as how it responds to technical issues or unknown user input.
Intents assigned to handle these behaviors must first be attached to your application through the application's Intents tab.
Open the application you wish to edit and select the Default behavior tab. A few behavior types that are always enabled for an application include:
Welcome: What your conversational AI follows when a conversation session is initialized
Fallback: What happens during timeouts and system/technical failures
Unknown: What occurs when the AI model (NLP or LLM) doesn't understand the user's response. May also assign a Knowledge base from your workspace to the Unknown default; this allows your application to check the knowledge base for a response to a customer without the need for a dedicated intent flow.
Optional behaviors are disabled by default, but you may enable and edit these for your conversational AI:
Optional behaviors are handled by Fallback behavior when not turned on.
Help: When a user expresses they are in an emergency situation
Frustration: When a user expresses frustration
Escalation: When an escalation process is triggered
Repeat: When a user requests the last message be repeated
Resume: When a user requests a pause before continuing the conversation
For most behavior types, you may toggle between a built-in quick reply or custom intent.
We provide quick reply phrases, but it's recommended that you create custom intents for handling all mandatory behavior types.
Quick replies allow you to enter the phrase the conversational AI delivers to the user in that particular situation.
At least one phrase is required for the behavior to work in this mode. Additional phrases can be added for variety by choosing Add quick reply. You can remove a phrase by clicking on the remove icon.
