Default conversation

A default conversation gets triggered when an existing respondent initiates a conversation, but the respondent's message was not a recognized keyword.

Note: First-time respondents initiating the communication see the Welcome conversation instead.

Defining a default conversation

There is one default conversation for all conversations in the instance. Before creating an default conversation, first search the existing conversations for one with a keyword of "default_conversation". If it exists, edit that conversation.

Conversations list highlighting the one with the 'default_conversation' keyword

To create a default conversation:

  1. Open the Conversations list.

  2. Click New Conversation.

  3. Name the conversation.

  4. Add default_conversation to the Keywords.

    A Statement dialog with the 'default_conversation' keyword

  5. Define the default messages. For example:

    1. In the Conversation editor, click Add Dialog.

    2. For the type, choose Statement.

    3. Enter the message text, such as "Thanks for contacting us at Orion. You can type STOP to unsubscribe."

    4. When finished, click Add Dialog.

    5. Click Cancel to close the Dialog editor.

  6. When finished, click Save.

The dialog will now appear for expired conversations.