Triggers

A flow can be triggered by one of the following three events:

• Main; when the conversation is started

• Intent; recognized user input

• Unknown; unrecognized user input

Common

All triggers share the same common settings to determine whether the trigger applies or not.

It can be configured for one or more specific channels in which case the trigger will only apply to the selected channel and ignored otherwise.

Next to this it can be configured with a condition to limit the trigger to a certain condition. See the Conditions page to learn more about using conditions.

Main

In case of the Playbook flow, the Main trigger starts the conversation. So any node that is linked to this trigger will be processed first.

For sub flows, the Main trigger is the entry point of the flow when being triggered by another flow or the Playbook flow. Flows trigger other flows using the Go to node.

Unknown

When user input is received that cannot be matched by the current node or any of the defined Intent triggers, the system will throw an Unknown trigger. This enables you to arrange for fallback behaviour, like escalating to a human or resolving the user intent using questioning by the Bot.

An unknown trigger can also be handled within the context of an Ask node by adding a trigger link, see Trigger links in Ask choice for example.

Intents

Intent triggers are used to trigger on user input that is not catched by the current node using trained user intents. By defining an intent in the Playbook flow it will be available everywhere in your conversation. By defining it in a sub flow it will only apply to the scope of that flow.

The intent to trigger on can be picked from a list, created instantly or imported from the intent library.

Create an Intent

Press the little plus button next to the search bar to add an intent.

Creating an intent requires a label and example sentences. The system will use the example sentences to teach the AI to recognize similar sentences. It uses a pre-trained language model to understand context of words within a sentence. Therefore, the best results are achieved when using full sentences rather than standalone words.

In a Bot that supports multiple languages the little explanation mark icon indicates that translations are missing. Click on the icons to add translations when needed.

Import an Intent

Intents can be imported by clicking on the little book icon next to the search bar in the intent picker. When configured by your administrator with an intent library Bot this importer will allow you to pick an intent and import its training phrases.