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What is the difference between Responses and Buttons in Bot topics?

Buttons appear as clickable fields at the bottom of Bot topics and can be invoked multiple times. Buttons can be used to allow the user to explore multiple Bot topics in one session. In the example below, the user first clicked on the Team Availability button and got a response, then clicked on the Team Performance button and got another response.

Relay Add responses and buttons to bots

Responses can also appear as clickable fields, but can only be clicked once. In the example above, the user could only select a sport from the welcome message once (in this case, Archery). A common example of using Responses as a button is the Speak to Agent Response that redirects the user to an agent and prevents further interactions with the Bot. Responses can also perform other functions, determined by the Response Validators. For example, adding a Minimum Words type of Response helps enable keyword search in the Bot. You can see more examples of Response functionality below.

 

How do I add a Bot topic Button? 

A button redirects a user to a different topic in the Bot.

  1. In your Bot, go to Bot Topics button (Topics) and double click on a topic or click pencil icon` (Pencil) next to it.
  2. Scroll down to the Buttons section in the Bots Topics modal.
  3. Click add button to open the Add Action modal.
  4. Fill out the following fields:
    • Key: type the key of the topic that will be invoked when the user clicks on the Button.  NOTE: to find the topic key, go to Bot Topics button (Topics) → search for the topic name → select pencil icon`(Edit) or double click on the topic to open it → copy the key at the top of the Bot Topics modal.
    • Label: type the word(s) that will be displayed on the clickable Button.
    • Topic: select the topic that will be invoked when the user clicks on the Button. This is the same topic as referenced in the Key field.
  5. Hit Save & Exit.

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How do I add a Bot topic Response? 

Responses can be used similarly to Buttons, but have many additional functions, such as Concierge Bot search (here), intelligent Issue routing (here), and updating Customer and Issue information (here). The way Responses function depends on their Validators. The different types of Validators are described below.

  1. In your Bot, go to Bot Topics button (Topics) and double click on a topic or click pencil icon` (Pencil) next to it.
  2. Scroll down to the Responses section in the Bots Topics modal.
  3. Click add button to open the Add Response modal.
  4. Select the appropriate Validator from the dropdown. Follow directions for each type of Validator below:
    • Button Validator: works similarly to the Bot topic Button, but can only be selected once. Response Buttons are generally used to redirect users to topics that can only be invoked once, such as Speak to Agent or Auto-resolve (learn more about Auto-resolve here). Response Buttons can also be used to route users to different Teams (learn how here).
      • Button Label: as for a Bot topic Button, the label includes word(s) that will be displayed on the clickable Response Button.
      • Go-to other topic: toggle on to redirect the user to a different topic when they click on the button. Toggle off to display text to the user when they click on the button.
      • Go To/Response Text: select the topic/type the response text the user will see when they click on the Response Button.
      • Mapped Text: (optional) used for intelligent Issue Team routing. Learn more here.

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Relay Add responses and buttons to bots 11

    • Text Validator: triggered based on the user’s typed input. This type of Response will not be displayed as a clickable button. Instead, it will be triggered when the user input matches the key words or phrases from the Text field. When triggered, the Response will redirect the user to a different topic or display a Response Text. This Validator can be used to update user and Issue information (learn how here).
      • Text: list the key words or phrases for the Bot to match the user input, separated by commas. NOTE: type _error as the Text value for the Bot to trigger when the user types an unexpected input. An example of the use of the _error value can be found here.
      • Go-to other topic: toggle on to redirect the user to a different topic when their input matches the Text. Toggle off to display text to the user when their input matches the Text.
      • Go To/Response Text: select the topic/type the Response Text the user will see.
      • Mapped Text: (optional) used for intelligent Issue Team routing. Learn more here.

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    • Minimum Words Validator: triggered based on the number of words in the user’s typed input.This type of Response will not be displayed as a clickable button. Instead, it will be triggered when the user types a number of words greater or equal to the Minimum Word Count. When triggered, the Response will redirect the user to a different topic or display a Response Text. This Validator can be used to perform a custom Concierge Bot Search (learn how here) or update user and Issue information (learn how here).
      • Minimum Word Count: type the minimum number of words required to trigger the Response. In the example below, if the user types 1 or more words, they will see the text “Hi, this is a test.”
      • Go-to other topic: toggle on to redirect the user to a different topic. Toggle off to display text to the user.
      • Go To/Response Text: select the topic/type the Response Text the user will see.
      • Mapped Text: (optional) used for intelligent Issue Team routing. Learn more here.

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    • Maximum Words Validator: similarly to the Minimum Words Validator, this type of Response is triggered based on the number of words in the user’s typed input. It will not be displayed as a clickable button. Instead, it will be triggered when the user types a number of words greater or equal to the Maximum Word Count. When triggered, the Response will redirect the user to a different topic or display a Response Text.
      • Minimum Word Count: type the minimum number of words required to trigger the Response. In the example below, if the user types 4 or more words, they will be redirected to speak to an agent.
      • Go-to other topic: toggle on to redirect the user to a different topic. Toggle off to display text to the user.
      • Go To/Response Text: select the topic/type the Response Text the user will see.
      • Mapped Text: (optional) used for intelligent Issue Team routing. Learn more here.

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    • Yes Validator: functions as a Text Validator with the Text value “yes”. This type of Response can be helpful to ask whether the user wants to learn more and redirect them to an agent if they do. Note that no additional fields appear when you select Yes as the Validator.
      • Go-to other topic: toggle on to redirect the user to a different topic. Toggle off to display text to the user.
      • Go To/Response Text: select the topic/type the Response Text the user will see. In the example below, the Speak to Agent Generic topic is selected. It will bring a support agent into the chat.
      • Mapped Text: (optional) used for intelligent Issue Team routing. Learn more here.

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    • No Validator: functions as a Text Validator with the Text value “no”. This type of Response can be helpful to ask whether the user wants to learn more and auto-resolve the issue if they don’t (learn about auto-resolving Issues here). Note that no additional fields appear when you select No as the Validator.
      • Go-to other topic: toggle on to redirect the user to a different topic. Toggle off to display text to the user.
      • Go To/Response Text: select the topic/type the Response Text the user will see. In the example below, the Auto-resolve topic is selected. It will confirm whether the user’s Issue has been resolved and either resolve the Issue automatically or route them to an agent (learn more here).
      • Mapped Text: (optional) used for intelligent Issue Team routing. Learn more here.

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  1.  Hit Save & Exit button.

NOTE: if different Responses can respond to the same user input, priority is given to the first created Response (higher in the list of Responses). In the example below, Minimum Words and Text Responses could both be triggered when a user types “hi”. However, only the Minimum Words Response is triggered, displaying, “Hi, this is a test” to the user.

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