Find the answer you are looking for

Find out what evasive answers are and how to use them

Firstly, it is important to be aware that there are three types of evasive messages.

1. Evasive: The bot responds with an evasive message when it cannot find an answer to the user’s query during a chat session, either because the relevant content or phrasing isn’t stored in the platform's knowledge base, or because the bot doesn’t understand the question.

☝ A best practice in these cases is to apologise for not being able to find the information the user needs. For example: “Sorry, I don’t know how to answer that. Maybe if you rephrase it, I can understand you better” or “Sorry, I don’t have that information”. 'I’m sorry, I don’t have that information, but I promise to look into it so I can give you an answer next time.'

✅ Key facts about evasive responses:
  • The way in which the rich text and styles that you define in your message appear depends on the channel that you use. 
    • WhatsApp will not display underlined or strikethrough text.
    • Underlining, bold, italics, and strikethrough will not be visible in your Instagram and Facebook Messenger chat windows.
  • If you include emojis, refer to this list of all the ones recognised by the platform.
2. Advanced Evasive Responses: These will be sent if the user types any of these messages explicitly during the interaction.
    a. Evasive response for long sentences: messages exceeding 30 words.
    b. Evasive response for special characters: interactions containing only special characters, with no accompanying text to provide context for the question. For example: ?????
    c. Evasive response for numbers: queries containing only numeric characters that are not part of a sequence. For example: 19441803801C.

✅ Key facts about Advanced Evasive Responses:
  • There is no limit to the number of Advanced Evasive Responses that can be created for each type. 
  • If you configure more than one for the same type, the assistant will respond randomly from the available options when the corresponding situation occurs.
  • In this case, it is not possible to include complements.
  • Just like in the Evasives tab, you can add emojis to the text you configure, but you must keep in mind this list of all the emojis recognised by the platform. 
3. Garbage: These occur when the user types an invalid message, containing random characters such as “lsdjslfajsñfgfka” or “IJ4tQ92rJ,” or emojis that have not yet been loaded into your knowledge base. The understanding engine recognises these as invalid and displays a different response message to those for Evasive or Advanced Evasive queries. For example: 'Sorry, what you typed isn't a valid word. Could you rephrase it?'

✅ Key facts about the Garbage evasive:
  • It is not possible to add complements.
  • You can request message editing for this case through the Aivo Support Center, as these cannot be configured from the platform.  
  • These interactions will count toward the "unresolved" percentage in statistics but will not appear in the Training section or trigger a transfer to a human agent by evasive responses.
➡ Evasive Responses and Advanced Evasive Responses are configured in the Messages module of the Virtual Assistant platform. In both cases, they are general and cannot be differentiated by channel.

⬇ Below, you'll find the step-by-step instructions on how to do this.
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