Global

Your Dialog's Global Behavior

Overview

The Global block handles inputs from callers that are applicable at any point in the conversation, irrespective of the current state of the dialog. It is composed of several predefined intents that can be triggered by utterances. Each intent corresponds to a specific action or response by the conversational AI. For example:

• on error – Activated when an error is detected in the conversation flow, guiding you towards a resolution.

• else – Serves as a catch-all for any utterances that do not match other specified intents, ensuring that you or the caller remain engaged with meaningful responses.

Global Block

Managing Global Intents

Add a Global Intent

1. Click the + button.

2. Click the + New Intent button.

   
3. In the pop-up window, select Custom Intent.

4. Enter an Intent name, and click Create.

   

5. Add a Description for context or multiple Utterances that the intent should capture. Note: If you select Utterances, keep in mind that the more utterances provided, the better the AI can recognize the intent.

   

6. Click Close.

Edit a Global Intent

1. To modify an intent, click the edit (pencil) icon next to the intent.

2. Select either Description or Utterances, based on your configuration.

3. Implement your changes to the prompt or utterances as needed.

4. Click Close.

Delete a Global Intent

1. Click the edit (pencil) icon for the intent you want to delete.

2. Select either Description or Utterances depending on what you intend to remove.

3. Erase the prompt text or click the Trash icon to delete an utterance.

4. Click Close.

Select Detection Method

By default, Utterances is used to detect intents. If you prefer to use Description as the primary detection method, you can select it in the Detect Intent by section.

Determine Intent Precedence

When the same intent is defined both locally (in a specific State block) and globally, the local definition is prioritized. This prioritization ensures that responses are contextually appropriate, enhancing interaction relevance.

The global 'else' intent provides a general response, whereas a local 'else' offers context-specific interaction. Below is an example of a local 'else' intent within a State block:

Local 'else' Intent