Bots: Default behavior

Learn how to adjust the out-of-the box behaviors for your bot in NLX Dialog Studio

What's the Default behavior tab?

The Default behavior tab allows you to define the communication the bot has with users in specific situations. This includes how the bot initially greets the user as well as how it responds to technical issues.


Access

Open the bot you wish to edit and select the Default behavior tab:


Mandatory default behaviors

A few behavior types that are always enabled for a bot:

  • Welcome: what the bot initializes when a user starts a conversation

  • Fallback: what happens during system/technical failures

  • Unknown: what occurs when a bot doesn't understand the user


Optional behavior types

Optional behaviors are disabled by default, but you may enable and edit these for your bot:

Optional behaviors are handled by Fallback behavior when not turned on.

  • Help: when a user is in an emergency situation

  • Frustration: when a user expresses frustration at the bot

  • Escalation: when an escalation process is triggered

  • Repeat: when a user requests that bot repeat its last message

  • Resume: when a user requests a pause before continuing the conversation


Quick reply vs Intent

For most behavior types, you may toggle between a built-in quick reply or custom intent.

Quick replies allow you to enter the phrase the bot 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.

We provide each new bot with quick reply phrases, but it's recommended that you create custom intents for handling all behavior types.

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