Smart Nodes

Overview

Smart nodes allow chatbots to present users with predefined options and guide them through structured decision-making processes. These nodes help streamline conversations by offering multiple-choice selections rather than relying on open-ended text input.

Example Use Case

A chatbot handling product deliveries may need to confirm the preferred delivery time with a user. Instead of asking an open-ended question, the chatbot can present a list of options:

• Before 9 AM
• Between 9 AM and noon
• Between noon and 4 PM
• After 4 PM
• None of the above suits me

This ensures a clear and structured user experience.

Adding a Smart Node

Follow these steps to create a smart node:

1. Create a new node and name it appropriately (e.g., When to Deliver?).
2. Select the node and configure it as a pass-through node under Node Response Behavior.
3. Under Options > Node Type, select Smart from the dropdown menu.
4. Add a Response Activity with an introductory message (e.g., "We are almost ready. We just need to figure out when we can deliver your order.").
5. Add child nodes to represent each available option (e.g., Before 9 AM, Between 9 AM and noon, etc.).
6. Navigate back to the parent node and configure the Multiple Choice Message field to introduce the options (e.g., "At what time of the day do you prefer we deliver your order?").
7. Add a Single-Choice Message, which appears when only one option is available. Use {description} to dynamically insert the selected option.
8. Enable or disable Present Options in Order Based on Best Matches, depending on whether you want the order to be dynamically adjusted or remain static.
9. If needed, enable the None of the Above option and define the text displayed for this choice.
10. Optionally, specify a Custom Fallback Node to redirect users who do not select any of the presented options.
11. Modify the Display Names of each option if the node names are not user-friendly.
12. Save the configuration.

Providing a Custom Fallback Node

By default, if a user selects None of the Above, the chatbot transitions to the fallback node. However, in some cases, you may want to direct the user to a more relevant action instead of the general fallback node. To do this:

1. Ensure a designated fallback node is in place.
2. Enable Choose Custom Fallback Node in the smart node settings.
3. Use the search field to locate and assign the preferred fallback node.

Chaining Smart Nodes Together

Smart nodes can be linked together to improve chatbot efficiency and user experience. This is particularly useful in cases where:

• A user provides enough detail upfront to skip intermediate steps.
• The chatbot should dynamically adjust based on user responses.

For example, a chatbot troubleshooting phone issues may include these steps:

1. Smart Node: Problem Identification (e.g., "What issue are you facing?")
2. Smart Node: Device Type Selection (e.g., "Is this issue on an Android or iPhone?")
3. Standard Node: Display relevant troubleshooting steps

If a user says, "My iPhone won’t charge," the chatbot can immediately skip to the relevant troubleshooting steps without asking redundant questions.

To chain smart nodes:

• Ensure each smart node is configured to allow direct transitions.
• Use matching conditions to prioritize user inputs that contain sufficient detail.

Best Practices for Smart Nodes

• Use clear and concise option labels to avoid user confusion.
• Limit the number of choices to prevent overwhelming the user.
• Use a fallback mechanism to handle cases where none of the options fit the user’s needs.
• Regularly review chatbot logs to optimize the options presented in smart nodes.