Special Flows

The Bot Designer allows you to set specific responses triggered by special events in which a bot might reach out. The predefined list of events is known as special flows. You can either set the list of responses via the Bot Designer or set the flows to provide customized responses via the Flow Designer.

To provide customized responses for the special flows, you need to add and configure them using the Flow Designer, then in Bot Designer > bot Details > Dialogue management section, for the desired special flow, select the flow defined in the Flow Designer.

The table below provides the list of special flows.

Special flow	Description
Welcome flow	The first flow executed at the beginning of each conversation. In the Trigger interval field, specify how often the Welcome flow is triggered in the same conversation. Leave it empty if you want it to trigger only once.
Intent not found	Flow triggered when the chatbot does not find any match to the user intent.
Authentication flow	Flow triggered when a non-authenticated conversation reaches a flow that requires authentication. It is used to handle the conversation authentication process.
Exception flow	The flow triggered when an error occurs within a conversation flow. It allows authors to handle the error.
Language changed flow	Flow triggered when the conversation language is changed via the webchat drop-down menu. It allows authors to additionally handle this event.
Inactivity cancel conversation flow	Flow that customizes the actions taken when a conversation is automatically canceled due to user inactivity. This flow is only triggered when the conversation remains inactive inside a flow (at a flow step awaiting user input, like Prompts, Hero Cards, Choices, etc.).
Inactivity end conversation flow	Similar to Inactivity cancel flow, but this one is being triggered when inactivity occurs both inside a flow and in “idle” mode (outside any conversational flow). It can be used to gather feedback after a certain time the conversation ended, or to refresh the conversation after a certain inactivity time you specify in the Conversation timeout (min) field.
Voice call terminate flow	Flow triggered when a telephony-voice call ends (for AudioCodes and other telephony-based channels only). It is generally used to update call statuses in external CRM or ticketing systems, or to perform different post-call automations.
Knowledge Base response flow	Flow that is triggered when a user intent is predicted against the Knowledge base content, instead of the NLU model; the flow is used to further handle the retrieved KB content (RAG) and then to display it in chat.
Intent rephrase flow	A special flow triggered before the prediction in NLU/KB models, allowing the authors to alter the original user intent (to perform intent rephrasing, or intent PII data cleanup, etc.). When the flow execution ends, the automatic predict operation begins (followed by the trigger of the corresponding identified Flow / Special Flow). You can also trigger the Intent rephrase flow even when the user's input exactly matches an existing intent in the bot’s Knowledge Base by tapping on Trigger Intent Rephrase flow also for exact matches .

The predefined responses are listed as keys in the Keys table. For each key (response), provide the key in the default and localized key for the additional language(s).

This section covers the following topics: