https://community.sinch.com/t5/Legacy-Engage-Bot/Unrecognized-user-requests/ta-p/19264 <DIV class="lia-message-template-content-zone"> <P class="text-align-justify" data-unlink="true">If a&nbsp;chatbot doesn’t recognise a user request, it&nbsp;opens a ticket. Whether&nbsp;the chatbot stays active or is turned off in this case, can be defined in&nbsp;channel settings.</P> <P class="text-align-justify">&nbsp;</P> <P class="text-align-justify">You can avoid this by creating a dialogue with the placeholder function (wildcard *) as a user input. This dialogue will always be recognised and can prompt a user to double-check the input or remind a user of commands available in the bot.</P> <P class="text-align-justify">&nbsp;</P> <P class="text-align-justify">You can of course create different "*" dialogues in different topics with context specific responses. In our example, an arbitrary user request sent into a channel will activate the topic "menu", where a user has an option to choose between the commands "FAQ" or "Products". If however a user types something else, a fallback message reminding the user of the commands "FAQ" and "Products" will be sent.</P> <P class="text-align-justify">&nbsp;</P> <P class="text-align-justify"><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="42.jpg" style="width: 999px;"><img src="https://community.sinch.com/t5/image/serverpage/image-id/7094iEC9DE04668E5FFE5/image-size/large?v=v2&amp;px=999" role="button" title="42.jpg" alt="42.jpg" /></span></P> <P class="text-align-justify">&nbsp;</P> <P class="text-align-justify">&nbsp;</P> </DIV> Thu, 19 Feb 2026 14:36:06 GMT VishalSandhu 2026-02-19T14:36:06Z https://community.sinch.com/t5/Legacy-Engage-Bot/Unrecognized-user-requests/ta-p/19264 <DIV class="lia-message-template-content-zone"> <P class="text-align-justify" data-unlink="true">If a&nbsp;chatbot doesn’t recognise a user request, it&nbsp;opens a ticket. Whether&nbsp;the chatbot stays active or is turned off in this case, can be defined in&nbsp;channel settings.</P> <P class="text-align-justify">&nbsp;</P> <P class="text-align-justify">You can avoid this by creating a dialogue with the placeholder function (wildcard *) as a user input. This dialogue will always be recognised and can prompt a user to double-check the input or remind a user of commands available in the bot.</P> <P class="text-align-justify">&nbsp;</P> <P class="text-align-justify">You can of course create different "*" dialogues in different topics with context specific responses. In our example, an arbitrary user request sent into a channel will activate the topic "menu", where a user has an option to choose between the commands "FAQ" or "Products". If however a user types something else, a fallback message reminding the user of the commands "FAQ" and "Products" will be sent.</P> <P class="text-align-justify">&nbsp;</P> <P class="text-align-justify"><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="42.jpg" style="width: 999px;"><img src="https://community.sinch.com/t5/image/serverpage/image-id/7094iEC9DE04668E5FFE5/image-size/large?v=v2&amp;px=999" role="button" title="42.jpg" alt="42.jpg" /></span></P> <P class="text-align-justify">&nbsp;</P> <P class="text-align-justify">&nbsp;</P> </DIV> Thu, 19 Feb 2026 14:36:06 GMT https://community.sinch.com/t5/Legacy-Engage-Bot/Unrecognized-user-requests/ta-p/19264 VishalSandhu 2026-02-19T14:36:06Z