Conversation Logic

All blocks within the Conversation Logic category share a common component – Responses. The following documentation details the Responses tab, applicable to all blocks in the Conversation Logic category.

Responses

Responses enable you to define what the chatbot communicates to the caller.

Components of the Responses Tab

1

The currently selected response. This represents the currently selected response. It contains the messages that will be communicated to the caller.

2

The current selected response element: SSML, which makes the chatbot sound more human. The available response elements include:

• SSML (Speech Synthesis Markup Language): Enhances the chatbot's vocal responses for a more natural sound.

• Text: Allows the chatbot to send text responses.

• Cross-Platform:

  • SSML & Text: Enables the chatbot to respond with both voice and text.

  • JSON: Transforms the cross-platform response into a JSON element. This structured data format is readable yet irreversible when converted.

3

The prompt plays the text defined in the Authenticated text snippet, followed by the static text.

4

The + Add prompt button enables you to insert additional SSML prompts. The chatbot will select one at random if multiple prompts are available.

5

The Generate More Prompts button enables you to create multiple AI-generated prompt suggestions.

6

Define what the chatbot should say to the caller if there is no response within a designated timeout period (typically 5 seconds).

7

This is a predefined response that the chatbot uses when it cannot understand the caller’s input.

8

The + button enables you to add more responses.

Intents

The Start Conversation and State blocks within the Conversation Logic category share a common component – Intents. The following documentation details the Intents tab.

Intents are user expressions or phrases that prompt specific responses from your chatbot. They can be as straightforward as "Order a pizza" to initiate a pizza ordering dialog. Intents bridge the gap between user requests and your chatbot's ability to understand and respond appropriately.

Components of the Responses Tab

1

Start Conversation block – When a conversation begins, typically through an incoming call, the LaunchRequest intent is triggered to deliver your welcome message and set the stage for the interaction.

State block – The Intents tab in the State block is used to create and manage intents that determine how a conversation progresses. Each intent can lead to different paths or outcomes in a conversation⁠.

2

Choose your preferred method for recognizing intents:

• Utterances: Leverage predefined phrases to identify user intentions using Natural Language Understanding (NLU).

• Descriptions: Employ a Large Language Model (LLM) for enhanced intent detection that interprets descriptive text along with NLU.

3

Speech to Text (STT): This field allows you to select a Speech-to-Text model tailored for specific input types, such as alphanumeric input.

The available specialized models are:

• Specialized models are currently available only for German (de-DE) and French (fr-FR). See the breakdown below for more details.

• For other languages, the system uses the default Generic STT model.

Specialized model	German (de-DE)	French (fr-FR)
Alphanumeric	✅	✅
Date	✅	❌
License Plate	✅	✅
Number	✅	✅
Ordinal	✅	❌
Spelling	✅	✅
Given name (hints)	✅	❌

The specialized model Given Name (Hints) should only be used in conjunction with Speech-to-Text Hints functionality for selected conversational turns. It is not recommended to use this model throughout the entire conversation.

4

The Local no-match logic how your chatbot handles unrecognized intents, either by referring to a local else intent or deferring to a global fallback.

5 + 6

The else serves as the fallback intent, activated when an intent isn't recognized within the LaunchRequest intent's list.