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If user input triggers more than one topic when they are already in a topic, the bot doesn't break out of the topic, even when the topic has a "All other conditions" branch.

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If the user input triggers more than one topic when they are in a topic already, the bot doesn't break out of the topic, even when the topic has a "All other conditions" branch.

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Scenario to Clarify:

The Chatbot has topics A, B, C and D. A and B have similar trigger phrases, so if the user asks "who is my manager", the chatbot asks the user to clarify, and select from A, B or None of these. Topic C has entirely different trigger phrases, so if the user asks "where is my backpack", Topic C is triggered directly and the Chatbot answers the user without needing the user to clarify. Topic D has multi-choice branches with All other conditions. All other conditions should give the user freedom to ask questions outside Topic D. 

 

First, the user triggers topic D, and is presented with the multi-choice options. The user doesn't want to know about any of the options, and wants to ask about something else. If the user types in "where is my backpack", the Chatbot takes the user to topic C. However, if the user types in "who is my manager", the Chatbot keeps the user in the Topic D loop, and prompts the user again to select one of the multi-choice options instead of asking the user to clarify whether they meant Topic A or B.

 

Is there a solution for this? Hope I've given a clear explanation, please let me know if I need to clarify more.

 

Thank you again. 

  • Re: If user input triggers more than one topic when they are already in a topic, the bot doesn't break out of the topic, even when the topic has a "All other conditions" branch.

    Hi @Jcook , this might give a bit more perspective. Notice how "salary overpayment" triggers more than one topic, so it isn't picked up, whereas "pdp" only triggers one topic, so it is picked up immediately.

    yli12_0-1622672745540.png

    yli12_2-1622673165046.png

     

     

     

  • Re: If user input triggers more than one topic when they are already in a topic, the bot doesn't break out of the topic, even when the topic has a "All other conditions" branch.

    Hi @Jcook , thanks for your reply. As an example: The trigger for Workshops topic is: safety training. The trigger for Induction is: development training. It doesn't really make a difference what the trigger phrases are, as long as the phrase that the user inputs triggers 2+ topics when they're in a topic with an "All other conditions" branch, the chatbot doesn't respond pick it up. 

  • Jcook Profile Picture
    Jcook 740 on at
    Re: If user input triggers more than one topic when they are already in a topic, the bot doesn't break out of the topic, even when the topic has a "All other conditions" branch.

    Hey @Anonymous 

     

    What are the trigger phrases for the other topics?

  • Re: If user input triggers more than one topic when they are already in a topic, the bot doesn't break out of the topic, even when the topic has a "All other conditions" branch.

    yli12_0-1622152736890.png

    Hi @Jcook , thanks for following up. Yes it's still an issue. I'll try and describe the expected and actual outcome.

    Expected:

    I am in the topic Health and Safety, which has a question "What would you like to know more about", with the options "Health Check", "ACC" and an "All other conditions" branch. I type in "training", which triggers both the Workshops topic and Induction topic. The chatbot should ask: "To clarify, did you mean:" "Workshops". "Induction", "None of these". However, the chatbot actually keeps me in the Health and Safety topic, and prompts me to select from "Health Check" and "ACC" again. 

  • Jcook Profile Picture
    Jcook 740 on at
    Re: If user input triggers more than one topic when they are already in a topic, the bot doesn't break out of the topic, even when the topic has a "All other conditions" branch.

    Hello @Anonymous 

     

    Could you please provide an update on your issue. Thanks!

     

  • Jcook Profile Picture
    Jcook 740 on at
    Re: If user input triggers more than one topic when they are already in a topic, the bot doesn't break out of the topic, even when the topic has a "All other conditions" branch.

    Hello @Anonymous 

     

    Sorry, Could you please upload some screenshots of the bot topics and the expected outcome. It will help in understanding your use case.

     

    thanks

     

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