Guiding the conversation

As we have seen so far, we can capture the user input and make a decision based on it. But that can be error-prone, as the user could mistype or type something unexpected, which would take it to the All other conditions branch.

A better way, when possible, is to provide a preset group of responses to the user. This not only makes it easier for us to handle scenarios but also makes it easier for the user, who does not have to type anything now. You could create a final branch to handle all other conditions, but you will not be able to be as specific. This is when you might want to either escalate or ask additional questions.

Let's see how we do that.

In the Support decision topic, find the original Condition where we are expecting the user to type technical support. We will leave that as is but will try to narrow down the type of support needed while providing a set of standard responses.

Select Ask a question on that condition branch. We want...