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USE REPHRASE WHEN YOUR CHATBOT ISN'T SURE
Prompt users to rephrase their question if the Chatbot is unsure or doesn’t have enough context, avoiding incorrect or misleading answers.
WHAT IT DOES
When your Chatbot encounters a question or phrase it can’t confidently answer, it gently suggests the user rephrase. This helps avoid guesswork or irrelevant responses by prompting users to clarify their question.
Note: Rephrase is not the same as the “Connection Issue” error message, which appears only if the Chatbot genuinely loses its backend connection.
EXAMPLES
- Simple:
“Hmm, I’m not totally sure what you mean. Could you rephrase or be more specific?” - Friendly:
“Uhm, not sure what you mean—maybe rephrase and I’ll give it another shot!”
BEST PRACTICES
1. Stay Polite
- Use an inviting tone that encourages the user, rather than frustrating them.
2. Offer Guidance
- Suggest the type of clarification you need—e.g., “Could you specify the product name or category?”
3. Keep It Short
- One or two lines are typically enough to prompt users without overwhelming them.
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