Last updated: 14 July 2021

Your chatbot platform comes with a range of default conversations. These conversations handle some of the basic elements of your chatbot, such as taking contact details for a human agent to get back in touch with the user.

You can delete or edit these conversations as you see fit.

Your default conversations are marked with pre-built tags. They all have the Default tag, to indicate they are default, pre-built conversations.

Some also have a second or even a third tag, such as FAQ or Small talk, to indicate further information about the conversation.

List of default conversations

Conversation

Description

Welcome message

This is how the chatbot welcomes a user the first time they talk to the chatbot.

Did not understand

This is how the chatbot explains it does not understand the user's message.

Human fallback

This is how the chatbot takes a message from the user after it has failed to understand multiple times.

Live chat fallback

This is how the chatbot triggers live chat after it has failed to understand the user multiple times.

Raise a support ticket

This is how the chatbot captures issue details from the user and raises a ticket.

Send an FAQ

This is how the chatbot sends an answer to an FAQ.

Gather FAQ feedback

This is how the chatbot asks if its FAQ answer was helpful.

Engage in small talk

This is how the chatbot engages in small talk.

Gather user feedback

This is how the chatbot gathers feedback on its performance.

Last resort

This is what the chatbot sends as a last resort answer, if no small talk, FAQ, or conversation matches the user's message.

Some of these conversations use Dynamic Messages.

Dynamic Messages are placeholder messages that pull text from a different part of the platform. For example, the FAQ conversation uses a Dynamic Message to pull a relevant answer to an FAQ.