rare-sapphire•17mo ago
Issue with a combination of using "No Match" after buttons and capturing the intent
Hey All!
I currently have an issue with using a combination of using the "No Match" option with buttons and capturing the intent of the user.
Here is an elaborate explanation video = https://sharing.clickup.com/clip/p/t4748501/3eb54c57-3482-48dd-adc8-960ad5c35af9/screen-recording-2024-04-19-09%3A30.webm
It basically comes down to this: Every time I answer a question with the bot, we ask "Does that answer your question" and provide a couple of button options.
But when a user chooses to not reply to that message and ask another question, that question needs to be matched on intent first and sent to the knowledge base if no intent is matched.
Unfortunately, I cannot get this to work in a scalable way.
Does anyone know if this is possible with Voiceflow?
Enjoy your day,
Joren
5 Replies
Yes, it is possible to achieve this in Voiceflow. You can use the "No Match" and "No Reply" options to handle situations where the user's input doesn't match the expected responses or when the user doesn't respond at all.
In your case, you can configure the "No Match" option to capture the user's intent and direct it to the knowledge base if no intent is matched. Here's how you can do it:
1. Under the "No Match" portion of your entity capture, you can choose to reprompt your users by adding responses and configure their randomization. This is useful when the user's input doesn't match any of the expected responses.
2. You can also add a "No Match" path, so that you're able to connect the path to a section in your assistant. This will let you select the conversation path for your fallback. You can rename the label of the No Match path, so that it can be easily referenced on Canvas.
3. You can use Actions to nest navigation and backend logic in a No Match within the Capture step. This allows you to handle complex logic within the No Match option.
4. For the "No Reply" option, you can configure your "No Reply" response message, the time delay before triggering no reply response(s), and connect it to a conversation path similar to the "No Match" workflow.
Remember, the "No Reply" responses only occur twice and will exit the app if the assistant still doesn't understand after a third attempt.
In the case of buttons, you can also define what happens when the assistant detects a 'No Match'. You can choose whether you want to reprompt your users and/or configure a fallback path. You can add reprompt options by inputting the intended No Match response in the text input field. To connect your No Match to a conversation or fallback path, select 'Path' and hit the (+). This will let you select the conversation path for your fallback.
I hope this helps! Let me know if you have any other questions.
rare-sapphireOP•17mo ago
Hey Tico! Thanks for the answer, but not sure if that will work in a scalable way.
Sure, it works. What issue are you having with this approach?
rare-sapphireOP•17mo ago
I want to show buttons. But if the user chooses to ask a question, it needs to be sent to intent first and knowledge base second (if no intent is matched). But as seen in the video, that’s not possible, because Voiceflow will always wait on input if you try to match an intent
?
DM me and I'll have a look. Waaaay faster.