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When creating a bot from scratch, you will see predefined blocks in your General flow.


Screenshot 2023-11-25 at 16.08.35.png

The predefined blocks are:

  • Start: this marks the beginning of your conversation.
  • Introduction: is the first block send to the user when the conversation is initiated.
  • Not understood: is triggered when your bot doesn't understand the user. For example, if the customer types a pizza type that is not included in your options, the not understood block will be triggered. You can add a message like "I'm sorry, I don't understand. Let me connect you with one of our agents."
  • Error occurred:  is triggered when a technical error occurs. Similar to the Not Understood block, you can add a message like "The bot is currently unavailable due to a technical issue. Let me connect you with an agent."

See also:

[New bot builder] Bot builder video tutorial

[New bot builder] Canvas overview

[New bot builder] Navigate your canvas


Version history
Last update:
‎01-02-2024 04:21 AM
Updated by: