Common messages

Available in Classic and VPC

A common message refers to messages that are used universally in a chatbot, apart from the conversation dataset. The following are types of common messages:

• Welcome message: The first message that the chatbot delivers to the user when the chatbot is launched for the first time
• Failure message: The message that the chatbot sends when it cannot find an answer to the user's question.
• No response message: In a phone situation, if the user remains silent for the set time, this message prompts the user's next utterance. This message can only be set within the CLOVA AiCall domain.
• Task termination message: When you enter a pre-set task termination keyword, the conversation is stopped and a guidance message is sent to the user. In the task termination message menu, you can set the task termination keyword and the message to be sent to the user after the conversation ends.
• Persistent menu: The menu to be fixated at the bottom of the chatbot interface
• Feedback: This feature allows users to evaluate their satisfaction with the chatbot's responses.
• Similar answer: If the chatbot cannot find a matched conversation for the user's question, instead of responding with a failure message, it shows conversations that fall into the "medium accuracy" range in a carousel format to the user.
• Push message: This feature automatically sends messages to the user.

Welcome message registration

Welcome message is the first message that the chatbot delivers to the user when the chatbot is launched for the first time You can set the default greeting as a welcome message, or configure messages related to the basic information provided by the chatbot. You can set up to three welcome messages, and you can create them using various response types.

To set up welcome messages:

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA Chatbot > Domain.
2. Click [Run builder] of the domain you want to run the Chatbot Builder.
3. Click the Common messages menu in the Chatbot Builder.
4. Click the [Welcome messages] tab.
5. To set the conditions for executing a welcome message, navigate to Conditions > [IF].
6. Select user variables.
7. In the answer area, select the answer type and enter a welcome message.
   • For more information on answer types, see How to enter depending on the answer type.
8. In the following action area, after exposing the welcome message to the user, select the task that the chatbot performs.
   • Pending: Pending until the user responds
   • Move to another conversation: Moving to another conversation
9. In the right bottom, set the messenger in which you want to use the welcome message.
10. Set the service availability of the corresponding welcome message.
    • If multiple welcome messages have 'service availability' enabled, they are randomly exposed to the user.
11. Once the settings are all complete, click [Save answer].

Register failure messages

A failure message is a message that the chatbot sends when it cannot understand the user's question or cannot find an appropriate answer. You can also create a message to respond when the user sends multimedia such as images, videos, or stickers instead of text, and you can create a system error message to respond when an answer cannot be provided due to a system error. If no failure message is registered, or if there is no failure message that matches the conditions, the default failure message will be returned.
To register failure messages:

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA Chatbot > Domain.
2. Click [Run builder] of the domain you want to run the Chatbot Builder.
3. In the Chatbot Builder, navigate to Common messages > [Welcome messages].
4. To set the conditions for executing a failure message, navigate to Conditions > [IF].
   • For more information on condition items, see Set answer conditions.
5. Select user variables.
6. In the answer area, select the answer type and enter a failure message.
   • For more information on answer types, see How to enter depending on the answer type.
7. In the following action area, after exposing the failure message to the user, select the task that the chatbot performs.
   • Pending: Pending until the user responds
   • Move to another conversation: Moving to another conversation
8. In the right bottom, set the messenger in which you want to use the failure message.
9. Set the service availability of the corresponding failure message.
   • If multiple failure messages have 'service availability' enabled, they are randomly exposed to the user.
10. Once the settings are all complete, click [Save answer].

Responses to non-text multimedia queries.
Set the response that will be sent when the chatbot receives a question in the form of multimedia such as images, stickers, or videos instead of text. If there is no registered message or if there is no message that matches the specified conditions, the chatbot does not respond.

System error message
Set the response that is sent when the system encounters an error and cannot answer the user's question. Only text responses can be created, and you cannot use action methods or form formats. If no message is registered, the default system error message is returned. When you select the option to replace error codes with a system error message, errors related to action methods or forms do not return the specified error code. Instead, they are replaced and responded to with the system error message. For error codes related to action methods and forms, see CLOVA Chatbot error codes.

Register no response messages

In a phone situation, if the user remains silent for the set time, a no response message prompts the user's next utterance. This can only be set within the CLOVA AiCall domain. If there is no registered message or if there is no message that matches the specified conditions, a failure message appears.

Register task termination messages

A task termination message is a guidance message is sent to the user with the conversation stopped when you enter a preset task termination keyword and. Task termination keywords only work while a task is in progress. You can configure both the keyword that interrupts the conversation and the message that is sent to the user after the conversation is terminated. You can register up to 10 task termination keywords, and they only works when the exact same question is entered.

Persistent menu registration

The persistent menu is fixated at the bottom of the chatbot interface. By pinning a specific conversation quickstart or an external URL as a menu at the bottom of the chatbot, you can provide answers to frequently asked questions to users more quickly and conveniently. It is recommended to add the persistent menu after all conversations have been registered. You can add persistent menus in LINE Messenger, NAVER WORKS, and NAVER TalkTalk.

To register a persistent menu:

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA Chatbot > Domain.
2. Click [Run builder] of the domain you want to run the Chatbot Builder.
3. In the Chatbot Builder, click Common Messages > [Persistent Menu] tab.
4. Click Create persistent menu.
5. Specify persistent menu information.

6. Once persistent menu configuration is complete, click [Save].
7. To link the registered persistent menu to the platform, click [Platform integration setting] at the top right.
8. Click [Integrate] on the messenger that you want to set with the persistent menu.
9. When connecting the messenger, go to the 'Step 4 Persistent menu integration' section and enable the persistent menu.
10. Select the persistent menu you want to connect and click [Select].

Register feedbacks

The feedback feature is to request evaluation on the user's satisfaction with the chatbot.

To set up feedbacks:

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA Chatbot > Domain.
2. Click [Run builder] of the domain you want to run the Chatbot Builder.
3. In the Chatbot Builder, click Common Messages > [Feedbacks] tab.
4. Enter Y/N feedback items.

5. Enter the feedback text.
6. Enter a response text for that feedback text.
7. When clicking Y/N feedback, select the action the chatbot performs after the user completes the feedback.
   • No response message: No task has been implemented.
   • Response message exists: Enter the message you want to send for each response or set it to move to a specific conversation.
8. If you select "Response message exists", you can either write each text response or set it to connect to another conversation.
   • When the default response message is set, that feedback response is applied to all conversations. You can change the feedback response message for each conversation at Edit conversation > Advanced settings > Feedback response settings.
9. Click [Save message].

Similar answer activation

The similar answer feature shows conversations that fall into the 'medium accuracy' range in a carousel format to the user if the chatbot cannot find a matched conversation for the user's question, instead of responding with a failure message, it shows conversations that fall into the 'medium accuracy' range in a carousel format to the user.

To activate the similar answer feature:

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA Chatbot > Domain.
2. Click [Run builder] of the domain you want to run the Chatbot Builder.
3. In the Chatbot Builder, click Common Messages > [Similar Answer] tab.
4. In the service ON example, decide whether to use the similar answer service.
   • Service ON: If no matching conversation is found, the chatbot displays the conversations that fall under 'medium accuracy.'
   • Service OFF: If no matching conversation is found, a failure message appears in response.
5. Enter a message for similar answer selection.
   • This menu is activated only when you select service ON.
   • If you enter nothing, the basic message is exposed.
6. Select the number of answers you want to display in carousel format.
   • You can set the number of similar answers you want to show the user between 1 and 5.
   • Even if the number of similar answers is set to 5, if only one quickstart exists that corresponds to "medium accuracy", then only one similar answer is displayed.
7. Set the failure message.
   • If the response falls into the low accuracy range, the chatbot sends a failure message.
   • For more information on how to set a failure message, see Register failure messages.

Register push messages

The push message feature automatically sends messages to the user. By clicking [Message transmission history], you can check the content of the sent messages, the date of transmission, and the number of successes/failures.

To register push messages:

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA Chatbot > Domain.
2. Click [Run builder] of the domain you want to run the Chatbot Builder.
3. In the Chatbot Builder, navigate to Common messages > [Push messages].
4. Enter push message information.

5. Click [Save].
6. After checking information of the push message you want to send and click [Send].
   • If you want to edit information, click [Edit].