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  5. Managing Standard Responses

Managing Standard Responses

In the Kore.ai Bot Builder tool, you can view the default Natural Language Processing, or NLP interpreter responses to user inputs or events. For example, a reply to a user input of Hi! The Bot will reply with one of the following responses, chosen at random at runtime:

  • Hi!
  • Hello
  • Hi there!
  • Hey ūüôā

The NLP interpreter displays pre-defined text responses to users based on an event, condition, trigger, or user input. Depending on your custom Bot and users of that Bot, you may want to modify the default responses to users displayed for an event or request for input. For example:

  • User Input – When were you born?
  • Event – Authorization Failure.
  • Trigger – Task cancelled.

You can define both standard bot responses, or if desired, add a channel override response that is displayed only in the specified channel the user is in, otherwise, one of the standard default responses are displayed. For example, in the SMS channel, you may only want to use short Bot responses to save data.

To access and manage the default responses in Bot Builder, select a Bot in the Bots section on the left-hand navigation menu, and then on the Natural Language tab, click the Expand  icon in the Standard Responses section to display the Statements tab as shown in the following illustration.


For each standard response category tab, the event or user input is listed followed by one or more NLP interpreter standard responses. You can modify the default response, and if needed, add additional responses selected randomly by the NLP interpreter in response to a user input or system event.

In the Standard Response section, the standard bot responses are categorized in the following tabs:

  • Statements – Responses displayed to the user as the result of an action by the bot or user. For example, a user cancels a task, or a users gives an invalid response to your bot request.
  • Queries – Statements from the bot to the user to ask for more information, for example,¬†Which field do you want to change?
  • Error & Warnings –¬†Statements from the bot to the user when an error occurs during the scenario, such as¬†End date cannot be before or same as the start date!
  • Choices – The bot is asking for Yes/No input, for example, Would you like to receive push notifications every time this task occurs?
  • Greeting – Initial responses by the bot when the bot is installed, or other initial contacts, for example, when a user returns to the interaction after a period of inactivity.
  • Questions – Questions the Bot may pose to the user when not included in any other category.
  • Smalltalk – Interactive responses not specific to the particular task or dialog, for example, Cats can be nice pets!

The previous illustration shows the Statements tab in the Standard Responses section on the Natural Language tab for a Bot.

To add a new Standard Response

  1. Select a tab category for the standard response, for example, Greeting., and then select one of:
    1. Add Response – The Add Response dialog is displayed.
      1. In the Bot Response editor, enter the text for the default standard response, for example, *There* you are, I was ~hoping~ you would return soon!
      2. Optionally, format the text using the formatting buttons for bold, italics, header styles, hyperlinks, ordered and unordered lists, and inserting a line, or using Kore.ai shorthand notation. For more information, see Using the Prompt Editor.
      3. Click Save to save and close the Add Response dialog.
    2. Add Channel Response РThe Add Channel Overrides dialog is displayed.
      1. In the Choose a channel drop-down list, select a channel to create a channel-specific response for.
      2. In the And Task is drop-down list, select Any Task to apply this channel-specific response to, or select one task.
      3. When a specific task is selected, the And Field is field is displayed. Select Any Field or a specific field for this channel-specific response.
      4. In the Then Use this Custom Response Bot Response editor, you can override the default Bot Response for this channel using basic editor controls on the Simple Mode tab, or write custom JavaScript for the response on the Advanced Mode tab. For the:
      • Simple Mode tab – Enter the text for the default standard¬†response, for example,¬†*There* you are, I was ~hoping~ you would return soon! and then optionally, format the text using the formatting buttons for bold, italics, header styles, hyperlinks, ordered and unordered lists, and inserting a line. For more information, see Using the Prompt Editor.
      • Advanced Mode tab – Enter JavaScript to override the channel message as described in the following code examples.

        Note: Use the following keys to return default values for:
        response.message – Returns the default message as a string.
        response.message.choices – Returns the options choice or confirmation message types as an array.

        • Slack Channel Override Example
          var message = {};
          var attachments = [];
          var attachment = {
              'text': "Exception occurred during API execution",
              'color': '#FFCC00',
              'attachment_type': 'default'
          };
          attachments.push(attachment);
          message.attachments = attachments;
          print(JSON.stringify(message));
        • FaceBook Channel Override Example
          var message = {
              text: response.message
          };
          var buttons = [];
          for (var i = 0; i < response.choices.length; i++) {
              var choiceItem = response.choices[i];
              if (choiceItem.length > 20) {
                  choiceItem = choiceItem.substring(
                      0, 18) + '..';
              }
              var element = {
                  content_type: 'text',
                  title: choiceItem,
                  payload: choiceItem
              };
              buttons.push(element);
          }
          message.quick_replies = buttons;
          print(JSON.stringify(message));
        • Email Channel Override Example
          var message = {};
          var text = response.message + ' <br> ';
          for (var i = 0; i < response.choices.length; i++) {
              text = text.concat(
                  '<u> + response.choices[i] + ' <
                  /u> <br>');
              }
              message.text = text;
              print(JSON.stringify(message));
        • SMS Channel Override Example
          var message = {};
              var indexArray = ['a', 'b', 'c',
                  'd', 'e',
                  'f', 'g', 'h', 'i', 'j',
                  'k', 'l', 'm', 'n', 'o',
                  'p', 'q', 'r', 's', 't',
                  'u', 'v', 'w', 'x', 'y',
                  'z'
              ];
              var text = response.message + '\\n';
              for (var i = 0; i < response.choices
                  .length; i++) {
                  text = text.concat(indexArray[i] +
                      ') ' + response.choices[
                          i] + '\\n');
              }
              message.text = text;
              print(JSON.stringify(message));
      • Click Save to save and close the Add Response dialog.
  2. Click Done to save and close the Edit Response dialog and apply the new standard response.

Next Steps

To learn more about best practices and tips for optimizing NLP, see the Natural Language Processing Guide.

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