Skip to main content

Sending Different Messages for Consecutive Unknown Visitor Messages

This document explains how to configure a bot to send different responses based on the number of consecutive unknown messages it receives from a visitor.

The bot will respond as follows:

  • First unknown message: "Could you please explain what you need in simpler terms?"
  • Second unknown message: "Could you be a little more specific? I really want to help you."
  • Third unknown message: "Sorry, I don't have enough information to assist you. Please send an email to ... and my colleagues will respond tomorrow. Thank you for your effort! Goodbye!"

Implementation​

To implement this, we need to track the number of times the bot fails to understand the visitor's intent.

Triggers

For this basic scenario, we'll need six triggers:

  • Default: The default trigger.
  • Car information: A trigger activated by the keyword "car".
  • Unknown 1: Triggered by the first unknown message; marked as "Default for unknown message".
  • Unknown 2: Triggered by the second unknown message.
  • Unknown 3: Triggered by the third unknown message.
  • Reset counter: Resets the unknown message counter.

Default​

This is simply the default trigger.

Default

Car information​

This trigger is activated when the user enters "car". It also includes a "send block" that executes the "Reset counter" trigger.

Car information

Unknown 1​

  • This message is sent in response to the first unknown visitor message.
  • It is marked as "Default for unknown message".
  • The first part of the response is required to prevent an infinite loop if the visitor continues sending unknown messages. If another unknown message is received, the Unknown 2 trigger is executed.

Unknown 1

Unknown 2​

  • This message is sent in response to the second unknown visitor message.
  • The first part of the response is required to prevent an infinite loop if the visitor continues sending unknown messages. If another unknown message is received, the Unknown 3 trigger is executed.

Unknown 2

Unknown 3​

  • This message is sent in response to the third unknown visitor message.
  • It also includes a "send block" to execute the "Reset counter" trigger.

Unknown 3

Reset counter​

  • This trigger resets the "unknown message" counter, so the next time the bot encounters an unknown message, it will start from Unknown 1 again.

Repeat counter reset