| System topic | Description |
|---|---|
| Conversation Start | Depending on the chatbot client, this topic gets proactively started to initiate the conversation with the user. The bot can greet users with messages, even before the users have started entering any input. |
| End of Conversation |
This topic is meant to be positioned at the end of the conversation with a chatbot, so that the user can confirm if their query has been addressed or not, and fill out a satisfaction survey. This topic is important to measure a chatbot's performance and act on it. When this topic is reached, the session outcome is assumed to be resolved , unless the end-user explicitly doesn't confirm resolution. |
| Escalate | The escalate topic is used to hand off the conversation to an external system, typically to a live agent (configured when – for example to Dynamics 365 Omnichannel for Customer Service ). When this topic is reached, the session outcome is escalated . |
| Fallback | This topic is triggered when the user query isn't understood and can't be associated with confidence with any existing topic. It's useful to have a strategy to catch these exceptions and handle them in a graceful way (with more data sources or through an escalation path). |
| Multiple Topics Matched (also known as "did you mean") | This topic is triggered when multiple topics can potentially address the user input and the chatbot doesn't have sufficient confidence to trigger one over the others. When this type of topic is triggered, the user is presented with a list of potential matching topics and can choose the most appropriate one. |
| On Error |
The On Error topic informs end-users that an error has occurred. The message includes the error code , the conversation ID, and the error timestamp, which can be used later for debugging. This topic can be customized to change the way errors are presented to the end-user and what should happen when an error occurs. |
| Reset conversation | This topic resets the conversation by clearing all variable values and forcing the chatbot to use the latest published content. It only triggers when redirected to, which is the default behavior with the Start Over topic. |
| Sign in | This topic prompts end-users to sign in when user authentication is enabled. It triggers at the beginning of the conversation when users are required to sign in, or when the conversation reaches a node that uses authentication variables. |