Topics defines a path that customer can take while interacting with copilot

System topics are common topics used in copilot conversations. System topics are necessary to help copilot run effectively
System topics triggers on specific events. System topics are available out of the box

Topic can be redirected to System topic by using redirection. System topics cannot be deleted

Different System topics are listed below:

  • Conversation Start
  • End of Conversation
  • Conversational Boosting
  • Escalate
  • Fallback
  • Multiple Topics Matched
  • On Error
  • Reset Conversation
  • Sign In

CONVERSATION START TOPIC

  • Used for greeting users
  • Introduce the bot / copilot
  • Triggers when copilot first gets initiated
CONVERSATIONAL BOOSTING
  • On “Unknown event” Conversational boosting topic is triggered
ESCALATE TOPIC
  • Notifies user if they need to speak to human
  • Triggers when “talk to agent” or similar phrases are matched
  • Triggers when “Escalate system event” is called
 
FALLBACK TOPIC
  • Fallback topic is fail-safe topic when the intent is unknown and appropriate AI response can’t be generated
  • Triggers when copilot can’t match users query for a topic
  • Notify user their query can’t be matched and ask them to try again
  • The initial unrecognized text entered by the user is stored in a variable called UnrecognizedTriggerPhrase variable
  • Unrecognised user inputs triggers the fallback topic
  • Fallback topic doesn’t have a trigger phrase
  • You can even reset a System Fallback topic
 
MULTIPLE TOPICS MATCHED
  • Triggers when the bot matches multiple Topics with incoming message and needs to clarify which one should be triggered
  • Provides an option to select either of the topics
ON ERROR
  • Informs user that an error has occurred
  • Triggers when the bot / copilot encounters an error. When using chat pane, the full error description is displayed.
  • Error details
  • Error Code
  • Conversation ID
  • Error Timestamp
RESET CONVERSATION
  • Resets conversation action resets variable values
  • It also forces copilot to use the latest published content
  • Triggered by redirection
SIGN IN
  • Prompts user to sign in (pre-req Authentication must be enabled)
  • Can be triggered at start of copilot
  • Triggers when a node is reached which uses authentication variable
  • If authentication is not configured, you will get this error