When the chatbot understands a intent it can respond by using the following two types of responses:
Let's look into each of these and situations where they will be useful.
A simple response allows you to quickly answer a customers question with rich elements such as text, images, videos, gifs etc. These can be multiple messages that you would like to send to the customer to answer their question.
Some of the example use cases can be discount codes, product registration links, help center number etc.
Adding Quick Replies
To keep the conversation going or to provide a next step to the users you can add Quick Replies. The Quick Replies will show up as buttons after the answer that the user can click. The quick replies point to other intents that are available in your chatbot.
For ex. after showing a Simple Answer you still want the option for the user to Contact Support, then to accomplish this you can add a quick reply point to the agent_handover intent
When a response to intent requires asking customers a question and then acting on that information or calling external systems and showing information we can use a Multi Step response.
Multi-Step responses are authored using our Conversation Flow Builder. To associate an already authored conversation flow with the intent choose Flow as the response and select the flow from the dropdown.