How do I create a rephrase flow?

When the chatbot does not understand exactly what the chatbot user is saying or meaning, it is useful to build a fallback turn. This way you can make it clear to the chatbot that it does not understand. In this article, we will explain to you how to create a flow that will allow the chat user to rephrase his or her sentence.

A typical rephrase flow looks like this: 

image2__1_.png

  1. The happy flow is that the user says something that matches the intent 'order.pizza'.
  2. If the intent isn't matched, the user is directed to no.response.
  3. There, you can let the bot reprompt with a message like "Sorry, I didn't get that! Could you try that again in other words?"

From the reprompt, link to the intent order.pizza again. Now, the user can ask again.

  1. If the user utterance doesn't match the second time, the user is directed to the second no-response turn.
  2. And since this is the second try, you could now make you chatbot ask something different, like whether the user would like to stop, or speak to an agent.