Before You Begin

You need to understand how to create Issue Types and Deploy them ( Under the Issue Type bots section).

​Overview

During a conversation, if you wish to redirect the user based on a specific deployed issue type, especially in the event of a fallback or an invalid user reply, simplified context switching provides the solution. This feature allows the bot to seamlessly transition to other dialogue trees if it detects a new issue type.

By enabling simplified context switching, you ensure that the conversation flow remains smooth and users are directed to the appropriate dialogue tree based on their queries or responses.

Example

In the image below, you can observe the transition from the 'Account Creation' dialogue tree to the 'Close My Account' dialogue tree. This transition signifies a switch in the conversation flow, prompted by the user's interaction or query. In this case, the system redirects the user from the account creation process to the procedure for closing their account. The transition occurs due to an invalid user reply, as the user's email is not detected in their response and hence context switching is triggered on the phrase 'I want to close my account with your bank.'

To Enable Simplified Context Switching

1. In your Conversational AI Application, navigate to Miscellaneous Settings located under Advanced Settings.

2. Open the Additional Settings section and enable the toggle for Simplified Context Switching.

Points to Remember

1. Context switching is triggered when the user's reply does not match the configured intent/entity, indicating an invalid response.

2. If a local fallback is configured, it will take precedence over context switching only when the toggle for "Prioritize Context Switching over local configuration" is disabled. However, if the toggle is enabled, context switching will be prioritized over the local fallback.

3. Context switching will not function if an issue type is detected but not deployed in the Issue Type Bots within Deployment Settings.

Advanced Functionalities/ Use Cases:

1. Route to Another bot and Handover to another bot:

Route to Another Bot:

Bot Context is retained when routed to another another Dialogue Tree. If the same issue type is detected from where the bot was routed from, then bot will take a fallback path if configured. ( This is to avoid looping in same issue type)

Example:

Issue Type A Triggers DT A -> Route to "DT B" -> Issue Type A Detected in DT B -> Routed to Fallback

Handover to Another Bot:

Bot Context is not retained. If the same issue type is detected, after handing over to another bot, it will be executed again.

Issue Type A Triggers DT A -> Route to "DT B" -> Issue Type A Detected in DT B -> DT A is Triggered

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2. End Dialogue Tree and End Conversation:

If there are pending issue types to be triggered

End Dialouge Tree:

Any Pending issue types will be triggered in after End Dialogue Tree

End Conversation:

Pending Issue types will not be triggered after End Conversation Node