There are multiple options for chatbot IDK ("I Don't Know") behavior.
a. Custom Response
With the Custom Response 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 user would like to contact the office.
If the user selects no, the chatbot will remain available for any additional questions.
If the user selects yes, the chatbot will automatically list all of its offices for the user to select the applicable office. Once the user selects an office, that office's contact information will be displayed for the user.
Custom Response is the default global setting (i.e. the same across all chatbot offices) for all new chatbots. It will remain the global IDK behavior setting unless a chatbot admin opts to change the global IDK behavior settings to Contact Form on the Default/No Office tab of Behavior Settings, or if individual office chatbot admins choose to edit their office-specific behavior settings.
The best practice for Custom Response is to include your preferred contact method, which could be an existing contact form on your website, or simply your office’s email and phone number. This information can be provided on the office setup form or in Behavior Settings in the chatbot admin.
b. 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 user would like to contact the office.
If the user selects no, the bot will remain available for any additional questions.
If the user selects yes, the chatbot will automatically list all of its offices for the user to select the applicable office. Once the user selects an office, the Contact Form workflow will request the user’s name, email address, phone number (optional), Student ID (optional), and offer 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 your admin.
To activate the Contact Form IDK behavior setting option, navigate to the Behavior Settings in chatbot admin. The Contact Form option can be selected for global chatbot behavior settings under the Default/No Office tab, or for individual office settings under the Office tab.
You have the option to customize the message displayed to users when closing out the Contact Form workflow with a Form Submission Success Message, also located in the Behavior Settings of the chatbot admin. In order to override the global IDK settings for an individual office, click on the Office tab, choose the applicable office, and click Edit.
The Behavior Settings for that particular office will apply to the chatbot that is embedded on that office’s mapped URLs in the URL Matching section of the Look & Feel page. Changes can take anywhere from 15 minutes to an hour to take effect in the embedded chatbot.