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API Direct answers
The Chat engine uses a set of static labels in order to return feedback to the user about different situations: when there are no results, when a webhook fails, when there are several options, etc. These preset answers are called Direct Answers. (This is not the same as Answer Types, which are the kind of answers that the Bot can return.)
The Engine returns a flag in the endpoint POST /conversation/message. This flag indicates which generic message is returned. You can use this flag to detect any of these answers and replace the default message with the message of your choice.
You can also customize these answers from your Chat instance. See how you can do it in the table below.
Caution
If you customize a Direct Answer, the Chat API no longer returns the flag in the endpoint POST /conversation/message. For more information, see Customizing Direct Answers (This link redirects you to the Inbenta Help Center).
| Flag | Default English message | Description | Customization |
|---|---|---|---|
| all-options-discarded | It seems like none of the options I found are helpful. Please search for another word or phrase. | After a user responds "no" to all proposed options in a set of check questions. | You can customize it by adding an intent. See further information in Customizing Direct Answers. |
| character-limit-exceeded | I'm sorry, the text of your question is over the max character limit (256 characters). Please enter a shorter word or phrase. | When the user entered a message that is too long. | It cannot be customized. |
| conversation-error-message | Looks like an error occurred and the last action could not be performed, but feel free to keep chatting with me! | When a directCall request failed. | It cannot be customized. |
| end-form | Your inquiry has been submitted |
When a form without webhook has finished. You can control whether or not to show the end-form Direct Answer from your Chat module. |
You can customize it by editing the corresponding field in the Information Requests & Transactions section in the Intents Editor. |
| follow-up-question (previously conversation-link) | Please tell me how else I can help you. | When the user cancelled a form after they fail to complete it. | You can customize it by adding an intent or by editing the General Settings. |
| form-continue | Do you want to continue with this form? | After a field error message. | You can customize it by editing the General Settings. |
| form-retry | Would you like to try to fill in this form again? | When the webhook returned a recoverable error (with information that indicates which fields were not valid). | It cannot be customized. |
| generic-error-message | The format of your answer is not valid | When the user enters a invalid value in a form field, and there is no error message defined by the bot master | It cannot be customized. |
| multiple-options | Maybe these answers will help you | When there are multiple options in a chained content, or there are multiple results (with no refinement), and of of the results does not have the check question attribute defined | It cannot be customized. |
| no-question | Please ask me a question | When the user sent an empty message and the welcome message was already displayed. | You can customize it by adding an intent. See further information in Customizing Direct Answers. |
| no-results | Sorry, we couldn't find any answers to your question. | When no intent was found. | You can customize it by adding an intent. See further information in Customizing Direct Answers. |
| no-subset-match | It seems like you want to talk about something else | In multiple or chained, when the user enter a message with no NLS matching with the available options | It cannot be customized. |
| related-message | You might also be interested in: |
When a content has related contents. This direct answer is returned inside an answer, in key parameters/contents/related/relatedTitle.
|
You can override the direct answer directly by replacing the relatedTitle property.
|
| return-previous-topic | Let’s return to the previous topic | When the chat returns to an intent after responding with a different intent detected during an information request. | You can customize it by editing an intent or by editing the General Settings. |
| webhook-bad-request | I'm sorry, we could not complete your request | When a webhook returns an unexpected error or when it returns an expected error but the webhook does not have a chat_response configured. | You can manage the webhook-bad-request Direct Answer from Intent Base > Actions > Edit/Create Webhook in your Chat instance. |
| webhook-wrong-field | I'm sorry, we could not complete your request | When the webhook returns a list of invalid fields, and the field do not appear in the current form. Not recoverable. | It cannot be customized. |
| welcome | Hello, how can I help you? | First message in a conversation | You can customize it by adding an intent. See further information in Customizing Direct Answers. |
Supported languages
For a list of all existing Direct Answers in the 30 languages that Inbenta Chat supports, click here.