The greeting message flow is the first flow to trigger when a user begins a dialogue with your bot. This is the place where a bot should introduce itself and lay down the scope of the conversation. The Teneo Dialogue Resources are delivered with a pre-built greeting located in the top level folder Greeting Message. The flow contains standard greeting responses, which you can adjust to match your use case. If you did not load the TDR into your solution, you will need to create your own Greeting Message flow.
The greeting message holds the first words users hear from your bot, so you should try and make the most out of this introduction. Be sure to write something that encourages users to engage with your system.
This greeting would not be very effective in a business setting:
Bot: Say something.
But this greeting clearly guides user expectations:
Bot: Hi, my name is Sara of Longberry Baristas. I'm here to answer all your questions about ordering coffee online. How may I help you?
In other words, an effective way to begin the conversation is to:
Remember, this is the one flow that users will definitely see, so be sure to put some thought into its preparation.
The greeting flow uses a syntax trigger whose condition queries specific system annotations:
%$_INIT represents the event of the input being the first in a conversation. %$_EMPTY means that the user input does not contain any text. Taken together these two conditions say: give the greeting message if the user did not start the conversation with a question. If the user has sent a question as the first input, we skip the greeting message and allow the input to be processed by the first best flow.
If you wish to build a greeting flow yourself, just remember, it is a flow like any other in your bot. The condition is what sets it apart from the other flows. But since it does have a unique purpose, we adivse you to keep the flow in a special folder, easy to find, and with a meaningful name. Here is the basic condition once more, to copy and paste:
%$_INIT & %$_EMPTY
If you need a way to manually trigger the flow, for example from another system such as an IVR, you can add a trigger word to the condition, one that users will not enter by accident:
(%$_INIT & %$_EMPTY) / TRIGGER_GREETING_MESSAGE
Note: If you create your own greeting flow, be sure that the trigger is assigned to a high priority order group for syntax triggers.
You can trigger the greeting flow in Try out by following these steps:
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