If the chatbot cannot find a match that is good enough, it can instead offer suggestions on what might have been meant.
Which intents can be offered as suggestions?
Since the suggestion mechanism does a second search with a lower threshold, only intents with queries qualify. Rules do not have a scaling score, rather they are always true (score of 1) or false (score of 0). Queries however do have a scaling score, and as such function with the suggestion mechanism.
In addition to queries, the intents must have a public name. This is the value displayed as the label for the intents suggestion button. See Adding public names to intents. If the intent does not have a public name it cannot be offered as a suggestion.
When the chatbot can find suggestions
In the chatbot studio:
- Go to the Intents page.
- Click the Add Intent button.
- Type a Name for this intent.
- Click the Type drop-down list and select Fallback.
- Click Add new trigger.
- In the Select rule dialog, scroll down to find, and then click, Suggestions found.
- In the then bot replies field type the reply you want to show when the bot has no exact match but has possible suggestions.
- Click the and performs action drop-down list and select Show buttons.
When the chatbot cannot find suggestions
You will still need fallback intents for when the chatbot is not able to find suggestions. For these fallback intents, you will need add a trigger for no suggestions found.
- Click Add new trigger.
- In the Select rule dialog, scroll down to find, and then click, Suggestions not found.