The Chatbot engine uses a set of static labels in order to return feedback to the user about different situations: when there are no results, when a webhook fails, when there are several options, etc. These preset answers are called Direct Answers. (This is not the same as Answer Types, which are the kind of answers that the Bot can return.)
The engine returns a flag in the endpoint
POST /conversation/message. This flag indicates which generic message is returned. You can use this flag to detect any of these answers and replace the default message with the message of your choice.
Note: Instances created on or after Q4 2018 include certain default content that is active by default: Welcome, No Results, and All options discarded. When there is active default content, the engine does not return the Direct Answer flag. You can customize these and other Direct Answer (see the table and footnotes below).
|Flag||Default English message||Description|
|all-options-discarded1||It seems like none of the options I found are helpful. Please search for another word or phrase.||After a user responds "no" to all proposed options in a set of check questions|
|character-limit-exceeded||I'm sorry, the text of your question is over the max character limit (256 characters). Please enter a shorter word or phrase.||When the user entered a message that is too long|
|conversation-error-message||Looks like an error occurred and the last action could not be performed, but feel free to keep chatting with me!||Returned when a directCall request failed|
|end-form2||Your inquiry has been submitted||Default message when a form without webhook has finished|
|follow-up-question1 (previously conversation-link)||Please tell me how else I can help you.||When the user cancelled a form after they fail to complete it|
|form-continue||Do you want to continue with this form?||After a field error message|
|form-retry||Would you like to try to fill in this form again?||Ask whether the user wants to refill the form when the webhook returned a recoverable error (with information that indicates which fields were not valid)|
|generic-error-message||The format of your answer is not valid||When the user enters a invalid value in a form field, and there is no error message defined by the bot master|
|multiple-options||Maybe these answers will help you||When there are multiple options in a chained content, or there are multiple results (with no refinement), and of of the results does not have the check question attribute defined|
|no-question1||Please ask me a question||When the user sent an empty message and the welcome message was already displayed|
|no-results1||Sorry, we couldn't find any answers to your question.||No intent found|
|no-subset-match||It seems like you want to talk about something else||In multiple or chained, when the user enter a message with no NLS matching with the available options|
|refinement||Please, give me some more information about what you want to know.||When there are too many results and it needs to be refined|
|related-message3||You might also be interested in:||When a content has related contents.|
|webhook-bad-request||I'm sorry, we could not complete your request||When a webhook returns an invalid response|
|webhook-wrong-field||I'm sorry, we could not complete your request||When the webhook returns a list of invalid fields, and the field do not appear in the current form. Not recoverable.|
|welcome1||Hello, how can I help you?||First message in a conversation|
1 You can customize these answers from the Backstage. Caution: If you customize a Direct Answer, the Chatbot API no longer returns the flag in the endpoint
POST /conversation/message. For more information, see Customizing Direct Answers (This link redirects you to the Inbenta Help Center).
2 You can control whether or not to show the end-form Direct Answer from your Chatbot app (This link redirects you to the Inbenta Help Center).
3 This direct answer is returned inside an answer, in key parameters/contents/related/relatedTitle. There is no flag provided, as you can override the direct answer directly by replacing the
For a list of all existing Direct Answers in the 30 languages that Inbenta Chatbot supports, click here.