How to configure conversational touchpoints

How to configure conversational touchpoints

There are several aspects to be defined in the touchpoint UX that are unique for conversational touchpoints, on web, messengers such as Facebook or within the app.

Define the behavior when an answer is not found

  1. In the AI Console, go to Touchpoints > Widgets.
  2. Click Personalize under Floating widget.
  3. Select the knowledge base that you want to change.
  4. In the Error answers field on the Conversation tab, type the answer when an answer is not found. You can define either a text to be presented or an article ID. Your defined responses will be presented sequentially when the bot does not find an answer.

Best practices to consider:

  • On the first attempt, encourage the user to rephrase.
  • If you want to offer channeling only on later attempts, for instance on the second attempt, you can insert an article's ID, which is associated with a channeling rule.

How to use extended search precision in conversational widgets

As a fallback option, you can set your conversational widget to perform a broader search for answers when the widget does not display results. To enable this fallback option, do the following:
  1. In Bold360 AI, go to Touchpoints > Widgets.
  2. Click Personalize under the widget type that you want to modify.
  3. Select a knowledge base or URL to customize.
  4. On the Conversation tab, make sure you have selected Restrictive from the Search precision drop-down list.
  5. Select Allow algorithm fallback.
  6. In the Fallback statement field, enter a message that is displayed to the customer before offering additional answers.
  7. Save your changes.