When the chatbot cannot provide a response to a chatbot user's question or input, it will respond with an I Don't Know (IDK) response and will ask if the chatbot user would like to contact the office. If the chatbot user selects yes, the chatbot will respond in one of two ways:

1. Custom Response
2. Contact Form

If the chatbot user selects no, the chatbot will remain available for additional questions.

The Custom Response setting is the default/global setting (i.e., the same across all chatbot offices) for the I Don't Know behavior for all new chatbots. It will remain the global IDK behavior setting unless a Chatbot-Administrative user updates the default/no office or office-specific IDK behavior settings to Contact Form on the Behavior Settings page.

To update the office-specific I Don't Know (IDK) settings for the chatbot, the office-specific URLs must be mapped on the URL Matching section of the Look & Feel page. For more information, review the Look & Feel: URL Matching article.

Changes can take anywhere from 15 minutes to an hour to take effect in the embedded chatbot.

Updating the I Don't Know (IDK) Settings

1. To update the I Don't Know (IDK) behavior settings, under the Chatbot section, select Behavior Settings.
2. The IDK settings can be updated either default/no office (global) for all offices, or by office by selecting the office tab.
   *If the office does not update their office settings, it will automatically follow the default/no office settings.
3. Select the Edit icon. 
   *If updating the office setting, first select the dropdown next to the office you want to edit.
4. Under the IDK Settings, From the Behavior dropdown, select either Custom Response or Contact Form.
   • Custom Response
     
     With the custom response setting, when the chatbot cannot provide a response to a chatbot user's question or input, it will respond with an IDK and ask if the chatbot user would like to contact the office.  
     
     If the chatbot user selects yes, the chatbot will list all of the offices for the school. The chatbot user will need to select the office they would like to contact. 
     
     The default Custom Response is to display the office contact information for the office selected. 
     The custom response message can be customized to what you would like displayed to the chatbot user.
     
     

     Best Practice: The custom response message should include your preferred contact method, which could be an existing contact form on your website, or simply display your office email and phone number.

     
     

   • Contact Form
     
     With the contact form setting, when the chatbot cannot provide a response to a user's question or input, it will respond with an IDK and ask if the chatbot user would like to contact the office.
     
     If the chatbot user selects yes, the chatbot will list all of the offices for the school. The chatbot user will need to select the office they would like to contact. 
     
     After the chatbot user selects an office, the contact form workflow will request the following from the user:

     • user’s name

     • email address

     • phone number (optional)

     • Student ID (optional)

     • The option to include any further information 

An email with the conversation transcript will be emailed to the IDK Form Contact Email provided in the Chatbot Behavior Settings section of the admin portal. 

The Form Submission Success Message can be customized to display to the chatbot user once they have completed the contact form.

  5. Select Save.