Common message

Available in Classic and VPC

Common messages are messages shared by chatbots to be used other than conversation datasets. The types of common messages are as follows.

• Welcome message: This is the first message from the chatbot to the user after the chatbot is executed.
• Failure message: This is a message to be sent when the chatbot is unable to find an answer to the user's question.
• No response message: This is a message to encourage the user's next utterance if the user does not say anything for the set time period during a call. This is a message that can only be set in a CLOVA AiCall domain.
• Task end message: This is a notification message to be sent to the user after stopping the conversation when the task end keyword set in advance is entered. You can set the task end keyword and the message to be sent to the user after ending the conversation in the Task end message menu.
• Fixed menu: This refers to the menu to be fixed to the bottom of the chatbot page.
• Feedback: This is a feature that enables users to rate the customer satisfaction for the chatbot's response.
• Similar answer: This is a feature that shows the conversations that fall under "medium accuracy" in a carousel instead of responding with a failure message when the chatbot was unable to find a conversation that matches the user's question.
• Push message: This is a feature that automatically sends messages to users.

Register welcome message

Welcome message refers to the first message from the chatbot to the user after the chatbot is executed. You can set a basic greeting or a message related to basic information provided by the chatbot as the welcome message. Up to 3 welcome messages can be set, and a welcome message can be composed using different answer types.

How to set up a welcome message is as follows.

1. From the NAVER Cloud Platform console, click the Services > CLOVA Chatbot > Domain menus, in that order.
2. Click the [Run builder] button of the domain you want to run the chatbot builder.
3. From the chatbot builder, click the Common message menu.
4. Click the [Welcome message] tab.
5. Click the Condition > [IF] button to set conditions to run the welcome message.
6. Select the user variables.
7. Select an answer type in the answer area, and enter a welcome message.
   • For the description of answer types, refer to Input methods by answer type.
8. In the follow-up action area, select a task for the chatbot to perform after displaying the welcome message to the user.
   • Wait: Wait until the user responds
   • Conversation transfer: Go to another conversation
9. Set the messenger to use the welcome message at the bottom right of the page.
10. Set the welcome message's "service status."
    • If there are multiple welcome messages with the "service status" enabled, then they will be displayed randomly to the user.
11. When everything is configured, click the [Save answer] button.

Register failure message

Failure message is a message to be sent to the user when the chatbot can't understand the user's question or is unable to find an appropriate answer. You can compose a message to be returned in case the user sent a message not in text, but in multimedia such as an image, video, or sticker. You can also compose a system error message to be returned when a system error prevents the chatbot to answer. If there is no registered failure message or a failure message that meets the conditions, then a default failure message is returned.
The following describes how to register a failure message.

1. From the NAVER Cloud Platform console, click the Services > CLOVA Chatbot > Domain menus, in that order.
2. Click the [Run builder] button of the domain you want to run the chatbot builder.
3. From the chatbot builder, click Common message > the [Welcome message] tab.
4. Click the Condition > [IF] button to set specific conditions for a failure message to be executed.
   • For more information about the condition items, refer to Answer condition settings.
5. Select the user variables.
6. Select an answer type in the answer area, and enter a failure message.
   • For the description of answer types, refer to Input methods by answer type.
7. In the follow-up action area, select a task for the chatbot to perform after displaying the failure message to the user.
   • Wait: Wait until the user responds
   • Conversation transfer: Go to another conversation
8. Set the messenger to use the failure message at the bottom right of the page.
9. Set the failure message's "service status."
   • If there are multiple failure messages with the "service status" enabled, then they will be displayed randomly to the user.
10. When everything is configured, click the [Save answer] button.

Answers to multimedia queries other than text
Set an answer to be sent when the chatbot receives a question in the form of multimedia, not text, such as an image, sticker, or video. If there isn't any registered message or a message that meets the conditions, then the chatbot won't respond.

System error messages
Set an answer to be sent when there's a system error and the chatbot can't answer the user's questions. It can only be composed as a text answer, action methods or forms can't be used. If a registered message does not exist, then a default system error message is returned. If you choose to replace error codes with system error messages, then the system error message will be returned instead of responding with designated error codes when there is an action method or form-related error. For error codes related to action methods and forms, refer to CLOVA Chatbot error codes.

Register no response message

No response message is a message to encourage the user's next utterance if the user does not say anything for the set time period during a call. It can only be set up in a CLOVA AiCall domain. If there isn't any registered message or a message that meets the conditions, then a failure message will be returned.

Register task end message

Task end message is a message sent to be the user after stopping the conversation if the user enters the task end keyword set in advance during a task. The task end keyword only works while a task is ongoing, and you can set the keyword to stop to the conversation and the message to be sent to the user after stopping the conversation. Up to 10 task end keywords can be registered, and they only work when the exact same question is entered.

Register fixed menu

Fixed menu refers to the menu to be fixed to the chatbot page's bottom area. Adding a specific conversation scenario or external URL to the fixed menu on the bottom of the chatbot allows answers to frequently asked questions by users to be provided first. It's advisable to add the fixed menu after all conversations are registered. The messengers where you can add fixed menu is LINE messenger, NAVER WORKS, and NAVER TalkTalk.

The following describes how to register the fixed menu.

1. From the NAVER Cloud Platform console, click the Services > CLOVA Chatbot > Domain menus, in that order.
2. Click the [Run builder] button of the domain you want to run the chatbot builder.
3. From the chatbot builder, click Common message > [Fixed menu] tab.
4. Click Create fixed menu.
5. Specify fixed menu information.

6. When all configuration of the fixed menu is completed, click the [Save] button.
7. To link the registered fixed menu to a platform, click the [Platform linkage settings] button at the top right.
8. Click the [Link] button of the messenger you want to set up the fixed menu.
9. As you set up the messenger linkage, enable the fixed menu in the "Step 4. Link fixed menu" area.
10. Select the fixed menu to link, and click the [Select] button.

Register feedback

Feedback is a feature to request the user to rate how satisfactory the chatbot is.

How to set feedback is as follows.

1. From the NAVER Cloud Platform console, click the Services > CLOVA Chatbot > Domain menus, in that order.
2. Click the [Run builder] button of the domain you want to run the chatbot builder.
3. From the chatbot builder, click Common message > [Feedback] tab.
4. Enter the Y/N feedback items.

5. Enter the feedback message.
6. Enter the response text for the feedback message.
7. In the response items when clicking the Y/N feedback, select the task for the chatbot to perform after the user finishes responding to the feedback request.
   • No response message: No task is performed.
   • Use response message: Enter the message to send for each response, or set the chatbot to go to a specific conversation.
8. If you selected "Use response message," then you can compose text answers for each response, or forward to another conversation.
   • If you set it to the default response message, then the feedback response will apply to all conversations, then and you can change the response message for each conversation at Modify conversation > Advanced settings > Feedback response settings.
9. Click the [Save message] button.

Enable similar answer

Similar answer is a feature that shows the conversations that fall under "medium accuracy" in a carousel instead of responding with a failure message when the chatbot was unable to find a conversation that matches the user's question.

The following describes how to enable the similar answer feature.

1. From the NAVER Cloud Platform console, click the Services > CLOVA Chatbot > Domain menus, in that order.
2. Click the [Run builder] button of the domain you want to run the chatbot builder.
3. From the chatbot builder, click Common message > [Similar answer] tab.
4. Select the similar answer service usage status from the service ON example items.
   • Service ON: "Medium accuracy" conversations will be shown to the user if a matched conversation can't be found.
   • Service OFF: It returns the failure message if a matched conversation can't be found.
5. Enter the similar answer selection message.
   • The menu is only enabled when the service is selected as ON.
   • A default message will be shown if nothing is entered.
6. Select the number of answers to show in a carousel.
   • The number of similar answers to be shown to the user can be set between 1 and 5.
   • Even if the number of similar answers is set to 5, only 1 similar answer will be displayed if only one scenario falls under "medium accuracy."
7. Set the failure message.
   • This is the failure message to be returned if the answers to respond fall in the low accuracy section.
   • For detailed instruction on how to set failure messages, refer to Register failure message.

Register push message

Push message is a feature that automatically sends messages to users. Click the [Message transmission history] button to see the content of the transmitted messages, transmission date, and number of successes/failures.

The following describes how to register a push message.

1. From the NAVER Cloud Platform console, click the Services > CLOVA Chatbot > Domain menus, in that order.
2. Click the [Run builder] button of the domain you want to run the chatbot builder.
3. From the chatbot builder, click Common message > [Push message] tab.
4. Enter the push message information.

5. Click the [Save] button.
6. Check the push message information to send, and then click the [Send] button.
   • If there's any information to be edited, and then click the [Edit] button.