We call disambiguation the process that the Virtual Assistant performs when it tries to clarify or remove the ambiguity, doubt or uncertainty in a query that generates conflict in the bot's understanding.
For example, in cases with very extensive queries or with several topics within the same interaction, the bot tries to find the correct answer according to the most consulted intentions, or the one that is more appropriate according to the mandatory words within the same query.
In this case, it will reply with a message asking the user to clarify the question and will offer a few options to select the right one. If none of them is what the user wants, they can express it in another way.
A key fact is that if the search engine disambiguates three times in a row by the user's query form, it will no longer provide suggestions to choose from.
In case you need to configure the disambiguation message, please request it through a service request.
Please note that disambiguations in Facebook Messenger work similarly to frequently asked questions. According to the channel restrictions, they will be displayed as a button if they are less than three and if the name has less than 20 characters. Otherwise, they will be transformed into a list of questions, which can be selected by entering the corresponding number.