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  6. Allow Hold & Resume

Allow Hold & Resume

User conversations can often be non-linear that requires the bot to switch back and forth between tasks. For example, a user might request the bot to book a flight, and before that flow is complete, may ask for the weather forecast of a particular place, which involves execution of another task.

The Allow Hold & Resume options allow you to select if and how a user can changeover to another task and whether to get back to the previous tasks later.

Configuring Allow Hold & Resume Setting

  1. Open the bot for which you want to configure the ‘Allow Hold and Resume’ settings
  2. Hover over the side navigation panel and click Settings.
  3. On the Settings window, click the Advanced Settings tab.
  4. Under the Allow Hold & Resume, select a suitable option.

No, do not allow Hold & Resume

Following are the options, descriptions, and examples under No, do not allow Hold & Resume.

Option Description
Continue on current task and ignore the user’s last utterance Ignores the user’s last utterance and continues on the current task without switching to the new task.
Example

User: Hi
Bot: Hello!
User: Can you book me a flight for tomorrow?
Bot: From which city are you flying
User: Los Angeles
Bot: Where to?
User: By the way, what’s the weather forecast for tomorrow?
Bot: I'm sorry, I am unable to recognize your entry as an airport. Please enter the name of your destination airport.
Discard the current task and start on the new task requested by the user in the last utterance Discards the current task and switches to the new task as per the user’s last utterance.

Example

User: Hi
Bot: Hello!
User: Can you book me a flight for tomorrow?
Bot: From which city are you flying?
User: Los Angeles
Bot: Where to?
User: By the way, what’s the weather forecast for tomorrow?
Bot: Please enter the name of the city for the forecast.
User: Los Angeles
Bot: Weather Forecast for Los Angeles
Date: March 15
Temperature: 25 C
Condition: Mostly Sunny
Confirm with the user if the current task is to be completed or canceled before moving on to newly identified task Gives users options to cancel the current task and move on to the new task (or) Ignore the new task and continue on the current task

Example

User: Hi
Bot: Hello!
User: Can you book me a flight for tomorrow?
Bot: From which city are you flying?
User: Los Angeles
Bot: Where to?
User: By the way, what’s the weather forecast for tomorrow?
I'm sorry, you must cancel the current task 'Book Flight' before you can run another. Do you want to cancel?
User: Yes
Bot: Please enter the name of the city for the forecast.
User: Los Angeles
Bot: Weather Forecast for Los Angeles
Date: March 15
Temperature: 25 C
Condition: Mostly Sunny

Yes, allow users to hold the current task, execute another task and return and resume the original task

Following are the options, descriptions, and examples under Yes, allow users to hold the current task, execute another task and return and resume the original task

Option Description
On Hold Quantity Select the number of tasks that can be kept on hold by a user. The tasks are resumed in the reverse chronological order. For example, if the user holds task 1 and then task 2, task 2 is resumed before task 1.
Confirmation with the user before resuming an on hold task. (User must respond yes/no) Gives Yes or No options to the user to return to the last task on hold.

Example

User: Hi
Bot: Hello!
User: Can you book me a flight for tomorrow?
Bot: From which city are you flying?
User: Los Angeles
Bot: Where to?
User: By the way, what’s the weather forecast for tomorrow?
Bot: Please enter the name of the city for the forecast.
User: Los Angeles
Bot: Weather Forecast for Los Angeles
Date: March 15
Temperature: 25 C
Condition: Mostly Sunny
Bot: Should I continue with the task 'Book Flight'?
User: Yes
Bot: Enter the name of the destination airport
Notify the user with a message that the on hold task is being resumed. Notifies the user with a message and resumes the last task that’s kept on hold.

Example

User: Hi
Bot: Hello!
User: Can you book me a flight for tomorrow?
Bot: From which city are you flying?
User: Los Angeles
Bot: Where to?
User: By the way, what’s the weather forecast for tomorrow?
Bot: Please enter the name of the city for the forecast.
User: Los Angeles
Bot: Weather Forecast for Los Angeles
Date: March 15
Temperature: 25 C
Condition: Mostly Sunny
Bot: Resuming interrupted task Book Flight
Bot: Enter the name the of the destination airport
Resume the on hold task without any specific message to the user. Resumes the last task that’s kept on hold without any notification.
Example

User: Hi
Bot: Hello!
User: Can you book me a flight for tomorrow?
Bot: From which city are you flying?
User: Los Angeles
Bot: Where to?
User: By the way, what’s the weather forecast for tomorrow?
Bot: Please enter the name of the city for the forecast.
User: Los Angeles
Bot: Weather Forecast for Los Angeles
Date: March 15
Temperature: 25 C
Condition: Mostly Sunny
Bot: Enter the name the of the destination airport
Always resume the previous on hold task without any specific message to the user if the task ended in a single response. Sometimes, the switched over tasks end with a single bot response. For example, in the weather forecast example above, if the user had directly entered “By the way, what’s the weather forecast for LA tomorrow?”, the bot would’ve merely responded with the forecast, with no further steps.
In such cases, if you select this option, the bot switches back to the task on hold without any confirmation or notification, regardless of the option you’ve chosen.

Note: This switching happens on lines of the Resume the on hold task without any specific message to the user option.
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