Interactive Responses

Overview

Users can make their responses more interactive by leveraging scripts. When a contact asks a question that matches an understanding with an Interactive Response, it will trigger an interactive script that can guide the contact to the best possible answer.

Note: This means the bot can respond with a script on any channels (SMS and Web).

What is a Script?

Scripts are interactive message flows that a contact can engage with. They can be as simple as a single message or as complex as a hundred branching paths. The Script may capture information from the contact, or may send personalized information out. The Script can even trigger notification emails to your team to let you know when a contact is engaging. Scripts can be used in outgoing Campaigns, webchat templates, #Commands, and now Understandings. 

To learn more, see Scripts. 

What is a Knowledge Base Understanding?

The Knowledge Base is made up of understandings. An understanding consists of a collection of question synonyms (fuzzy questions) and responses. When a contact asks a question the AI will try to match to one of these understanding and if it does it will provide the given response to the contact. 

To learn more about understandings, see Understandings.

Adding Interactive Responses

To set up an interactive response you have to first navigate to the Knowledge Base page and find the understanding where you to added an interactive response. 

1. Navigate to the Knowledge Base page
2. Find the understanding you want to use a script as a response for
3. Click on the Understanding
4. Either select an existing Response or add a new response
5. Select the Option Provide an Interactive Response
6. Select the Script You want to use 
7. Approve the Script 
8. Save your changes

Removing Interactive Responses

To remove an interactive response from an understanding just click in the understanding and then un-toggle provide an interactive response and you will be able to use a normal response.

Reporting

To view how many contacts have interacted with the interactive response you set up for the understanding just click view results in the understanding that is using a script as a result. 

Note You can download the results by clicking download results. Also, the results only show the current script being used; it does not show previous versions.

Since Scripts are interactive and the prompts vary depending on how a contact responds we are adding a link to the script in the Individual Q&A report so that you can easily see when the bot responded with a Script.

When to use Interactive Responses

By default, understanding responses are single prompt texts. But interactive scripts can ask for clarification or for additional information to determine the right personalized response. But not all understandings are suited to have an interactive response!

Follow Script Best Practices: Always give contacts a way to end the script and continue asking their questions. You never want to force a contact to be stuck in a script they don’t want to especially if they match to the wrong understanding.

Here are a few examples where it's applicable to add a script as a response to an understanding. 

Example 1

Contact asks the bot “What is the application deadline?”. In order to provide the best answer, the bot needs to know what type of student they are (First year vs. transfer) since the deadlines could be different. 

Without Interactive Responses	With Interactive Responses

Sample Script:

Benefits of including an Interactive Response: Provide an answer with an option for the contact to choose which option is more suitable for them. Provide an option in case they match to the wrong understanding Provide a more conversational experience asking them if they have any other questions after the bot responds. Ability to save the response to the contacts’ profile Example capturing whether they said they are a First Year or Transfer Each Personalized response can have a script as an answer

Example 2

Contact asks the bot what classes they should take; in order for the bot to provide the most personalized answer it needs to know what class year they are looking for. 

Without Interactive Responses	With Interactive Responses

Sample Script:

Benefits of including an Interactive Response: Provide an answer with an option for the contact to choose which option is more suitable for them. Provide an option for contact to say they are fine with the initial answer and want to move on with the conversation. Provide an option in case they match to the wrong understanding Provide a more conversational experience asking them if they have any other questions after the response Ability to save the response to the contacts’ profile Example capturing whether they said, Freshman or Senior Each Personalized response can have a script as an answer

Example 3

Contact lets the bot know a link isn't working; using a script, the bot can escalate this to a human proactively.

Without Interactive Responses	With Interactive Responses

Sample Script

Benefits of including an Interactive Response: Escalate the broken link to a human Provide the school website so contact can locate the link they're looking for Provide a more conversational experience asking them if they have any other questions after the response Each Personalized response can have a script as an answer