Facebook chatbot configuration

To provide a better user experience for a conversational Facebook chatbot, you can configure its behavior to fit the needs of your organization. You can configure the predefined system responses, a list of text analyzer definitions, and the interaction time-out for a Facebook chatbot used as a Pega Intelligent Virtual Assistant.

Note: You must purchase a separate license before using Pega Intelligent Virtual Assistant in your application. You must also obtain and install the Facebook channel component from Pega Exchange.

System responses

You can customize system responses for standard events that happen during an interaction between a user and the application. You can define additional custom responses when configuring the content for the Facebook chatbot.

• Welcome - Displays an initial greeting message to the user of the Facebook chatbot.
• No match - Displays a warning message that no response was found based on the user input.
• Multiple matches - Displays a warning message stating that multiple matches to the user input were found.
• Internal error - Displays a message that a system error occurred for the chatbot.

Text analyzer

A Facebook chatbot analyzes user input to determine a response based on an exact match or by using defined intents. Defining intents help to obtain a better response to user input using natural language processing (NLP).

Interaction timeout

You can enable interaction timeout and define the number of minutes of inactivity after which the Facebook chatbot times out of the user session.