Simplified Context Switching enables the bot to automatically move users to a different dialogue tree when a new issue type is identified during a conversation. This typically occurs when a user provides an unexpected response or when the response does not match the configured intent or entity.

By dynamically switching to the most relevant dialogue tree, the bot can continue the conversation in the appropriate context and provide a smoother user experience.

Example

Consider a conversation that starts in the Account Creation dialogue tree. If the user responds with "I want to close my account," the bot detects a different issue type and redirects the conversation to the Close My Account dialogue tree instead of continuing the account creation flow.

Enable Simplified Context Switching

1. Navigate to your Conversational AI Application.
2. Go to Advanced Settings > Miscellaneous Settings.
3. Under Feature Suite, enable the Simplified Context Switching toggle.

Important Considerations

• Context switching is triggered when a user response does not match the configured intent or entity.
• If a local fallback is configured, it is used only when Prioritize Simplified Context Switching Over Local Configuration is disabled.
• If Prioritize Simplified Context Switching Over Local Configuration is enabled, context switching takes precedence over local fallback behavior.
• Context switching works only for issue types that have been deployed in the Issue Type Bots section under Deployment Settings.
  

Advanced Scenarios

Route to Another Bot

When a conversation is routed to another dialogue tree, the bot context is retained.

To prevent routing loops, if the same issue type is detected again in the routed dialogue tree, the bot follows the configured fallback path instead of switching back.

Example

Issue Type A → Dialogue Tree A → Route to Dialogue Tree B → Issue Type A detected again → Fallback path triggered

Handover to Another Bot

When a conversation is handed over to another bot, the original bot context is not retained.

If the same issue type is detected again after the handover, the corresponding dialogue tree is triggered again.

Example

Issue Type A → Dialogue Tree A → Handover to Dialogue Tree B → Issue Type A detected again → Dialogue Tree A is triggered