Unexpected User Input

Local Handling

Parloa's Start Conversation, Global, and State blocks include an else case by default to manage unexpected inputs. Consider the example below:

Parloa: "Hello, welcome to our room booking system. Would you like to book Batman, Hellboy, or Wolverine?"

User: "Superman."

Parloa: "Sorry, we only have actual superhero rooms available. Batman, Hellboy, or Wolverine?"

If the user's input doesn't match any options (Batman, Hellboy, Wolverine), the else case activates, triggering the unhandledRoom response locally. This approach allows for specific responses unique to the current state.

Handling Caller Interruptions

Parloa supports real-time caller interruptions, enhancing interaction fluidity:

• DTMF (Dual-Tone Multi-Frequency) Inputs: Users can interrupt the bot using DTMF inputs, essential for correcting misunderstandings or navigating menus.

• Voice-Based Interruptions: Configurable to allow interruptions during the bot's speech within a set timeframe. By default, this is disabled (0 seconds), requiring activation for use.

These features ensure enhanced control over conversations, offering a smoother user experience.

Global Handling

For a flexible response to unexpected inputs across all states, combine a Global block with a To Previous State block. This method enables a generic, yet context-sensitive response:

• Parloa: Executes a prompt based on the previously active state, using a context variable - "Sorry, I did not understand you."

Overriding Global Handling

To customize the handling of else cases and global intents in specific states, activate the Settings switch in the Intents tab. This action prioritizes local handling over global settings:

• If local else cases are defined without activating the toggle, dialogue reverts to the Start Conversation block's entry point.

• Activating this feature allows the dialogue to continue to the next node, regardless of user input, bypassing global else cases.