Assign default behavior

Learn how to adjust the out-of-the box behaviors for your conversational application in your NLX workspace

What's the Default behavior of an application?

Default behaviors define which conversation flows the application should follow in specific situations. This includes how the conversational AI application initially greets the user as well as how it responds to technical issues or unknown user responses.

Flows assigned to handle these behaviors must first be attached to your application through the application's Flows tab.

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Required default behaviors

Open the application you wish to edit and select the Default behavior tab. A few behavior types that are always enabled for an application include:

Required behaviors for an application

• Welcome: What your application follows when a conversation session is initialized

• Fallback: What your application follows during timeouts, integration failures, and exceeding the number of permitted incomprehension events
• Unknown: What your application follows when incomprehension occurs (inability to understand the user's response). You may assign a Knowledge base from your workspace to the Unknown default; this allows your application to check the knowledge repository for a response to a common question without the need for a dedicated intent flow.

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Optional behavior types

Optional behaviors are disabled by default, but you may enable and edit these for your conversational AI:

• Help: When a user expresses they are in an emergency situation

• Frustration: When a user expresses frustration

• Escalation: When an escalation process is triggered

• Repeat: When a user requests the last message be repeated

• Resume: When a user requests a pause before continuing the conversation

Optional behaviors are handled by Fallback behavior when not turned on.

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Quick reply vs Intent

For most behavior types, you may toggle between a built-in quick reply or custom flow.

Quick replies (default)

NLX provides quick reply phrases, but it's recommended that you create custom flows for handling all mandatory behavior types.

Quick replies allow you to enter the phrase the conversational AI delivers to the user in a particular situation.

At least one phrase is required for the behavior to work in this mode. Additional phrases can be added for variety by choosing Add quick reply. You can remove a phrase by clicking on the remove icon.

Flow (custom)

The Flow option allows you to bypass quick reply responses and instead point to a workflow created within your workspace.

When the toggle field is set to Flow, you may choose a flow from those attached to the application that best handles the situation.