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:
- The happy flow is that the user says something that matches the intent 'order.pizza'.
- If the intent isn't matched, the user is directed to no.response.
- 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.
- If the user utterance doesn't match the second time, the user is directed to the second no-response turn.
- 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.