# How to Edit Conversation Key Messages

A Virtual Assistant uses conversation messages when communicating with end users. It is a best practice to customize these messages and add new messages or ontologies before you set up your Intents, Fulfillments, Conversation flow, or Workflows.

<div align="left"><figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FSh11zuYAxUgtsbD0AGD4%2Fview_conv_messages.png?alt=media&#x26;token=e43ac0b2-768d-418d-bae5-3c7f872ee766" alt=""><figcaption><p>Conversation Messages link in Bot Details Window</p></figcaption></figure></div>

Choose the **View Conversations** link (shown above) in your application or bot **Details** window to modify **Default Conversation Key Messages.** If you bot experiences conversation errors, see [**Conversation Error Messages**](#conversation-error-messages)**.**

The messages are the same for all the Domains, with the exception of:

* initial\_greeting
* initial\_recommendations
* banners
* No\_answer\_message (message that appears if user doesn't answer)

## Message Conventions

These are the minimum requirements from Aisera, however, you can modify these messages to match your company voice and tone.

* Use Neutral language.&#x20;
* Don’t sound too apologetic. Give users a solution, not an apology.
* Be Concise.
* Remove jargon/technical words (such as terms specific to your data source).
* Look for opportunities to offer proactive assistance.
* Use a variety of messages to make your bot sound less robotic.
* Think about using phrases that will work long-term (maintainable and sustainable).

## Default Conversation Key Messages

&#x20;To modify the default messages, click the **View Messages** link in your application or bot **Details** window. \
\
When you see the list of Conversation Messages, hover over the right end of the message that you want to modify and click the **pencil icon** to open the Edit dialog for the message.

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FAB7JIjJXYec6eyNA1oJq%2Fchoose_message.png?alt=media&#x26;token=0dd25980-c7de-4502-9f7a-2c09023c223b" alt=""><figcaption><p>Choose a Message to Edit</p></figcaption></figure>

You can edit the original message or add more messages below the initial message.

<div align="left"><figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FwOZgypY8ieznU3gljaDG%2Fadd_to_message.png?alt=media&#x26;token=1af15b9b-225d-43ed-9771-b6bb0de0e794" alt="" width="563"><figcaption><p>Add a second message below the first</p></figcaption></figure></div>

The screenshot below displays a message where a second line has been added.

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2F4I8W6n1DIXmiLGQwip8Y%2Fsecond_message_below.png?alt=media&#x26;token=4ef87b5d-55ec-46a0-9759-c2df2cc6dbb3" alt=""><figcaption><p>Second message for the same key</p></figcaption></figure>

The table below describes the Aisera Default Conversation Key Messages.

<table><thead><tr><th width="267">Conversation Key/Name</th><th>Context</th><th>Examples</th></tr></thead><tbody><tr><td>action_exception_hint_key</td><td>If an error occurs during a flow execution</td><td>It looks like something went wrong while processing your request. Please reach out to support for assistance.</td></tr><tr><td>approve_failure_message _key</td><td>If an error happens during "getting an approval" flow.</td><td>Something went wrong while working on your approval. Please reach out to support for assistance.</td></tr><tr><td>approve_feedback _message_key</td><td>After the manager approves a request.</td><td><p>Thank you for approving the request!</p><p>Thanks for your approval!</p><p>Awesome, your approval has been successfully submitted.</p></td></tr><tr><td>bot_not_trained</td><td>Could only occur in staging if an admin doesn’t set up a Virtual Assistant properly. It’s important that the Virtual Assistant recommends that an admin retrains the app.</td><td>It looks like I wasn’t set up properly. Please let an admin know that I need to be retrained.</td></tr><tr><td>conversation_error_message</td><td>If an error happens on the conversation server side when processing a request (common reason: not being able to recognize a phrase)</td><td><p>Looks like I haven’t learned that yet. Please try rephrasing your request or typing Help for more options.</p><p>I don’t know how to help with that yet. Please rephrase your request or type Help for more options.</p></td></tr><tr><td>conversation_invalid _identity_message</td><td>Could only occur in staging if a channel to tenant mapping was not set up properly. It’s important to acknowledge the reason for an error.</td><td>It looks like I wasn’t set up properly. Please let an admin know that my channel to tenant mapping hasn’t been completed yet.</td></tr><tr><td>conversation_reordering_find_skill</td><td>This message appears only when a conversation policy is set to emphasizing skills over articles and highlights that a specific skill might be the solution to the request.</td><td><p>Would you like to try the solution %skill? You can also select Self-Help Info to view self-help articles instead.</p><p>I found this solution for you: %skill. Would you like to continue? Please select Self-Help Info to view self-help articles instead.</p></td></tr><tr><td>email_sms_help_message</td><td>E-mail &#x26; sms channels only: when an error occurs.</td><td><p>Sorry, I can’t help you with that yet. Please try rephrasing, typing Help, or try one of the below:</p><ul><li>skill 1</li><li>skill 2</li></ul><p><br></p></td></tr><tr><td>exception_intent_handling _find_skills</td><td>When a Virtual Assistant did not find skills with high confidence levels, but still recommended a few options with lower confidence.</td><td><p>Great, I found a few results that may help!</p><p>Absolutely. Please take a look at the following solutions:</p><p>Sure. I hope the following options are helpful:</p><p>Got it, looks like one of the following might help:</p><p>Awesome, I think the below options may help:</p><p>Here are a few options I found for you:</p></td></tr><tr><td>exception_intent_handling _non_added_skill</td><td>When a Virtual Assistant recognizes user's intent, however the skill has not been imported locally and could not be activated.</td><td>Sorry, I can’t help with that yet. Please try rephrasing or entering Help for options you can try.</td></tr><tr><td>feedback_comment_on_no</td><td>When a user considers the answer helpful and selects "Yes" to the question "Was this helpful?"</td><td><p>I’m sorry to hear my answer wasn’t helpful. Please try typing Help for more options.</p><p>I’m sorry I couldn't help you this time. Please try typing Help for more options.</p><p>Sorry I wasn’t helpful this time. Please try typing Help for more options.</p><p>Would you like to try something else? You can also type Help for some other options.</p><p>I aspire to be better! Try typing Help to see some things I can do.</p></td></tr><tr><td>feedback_comment_on_yes</td><td>When a user considers the answer helpful and selects "Yes" to the question "Was this helpful?"</td><td><p>Great! Let me know if there’s anything else I can do for you.</p><p>Thank you! Let me know how else I can help. 🙂</p><p>Happy I could help!</p><p>Glad I could help - let me know if there’s anything else I can do for you. 🙂</p><p>Thanks for your feedback! I appreciate it.</p></td></tr><tr><td>flow_ask_approval_followup _message_key</td><td>A Virtual Assistant sends this message to let the end-user know that it would follow-up after an approval from the end-user’s manager.</td><td>Great, you’ll be notified once your request is approved. What else can I do for you?</td></tr><tr><td>flow_execution_wait_message_key</td><td>Appears when a flow takes longer than the expected wait time. Default 3 seconds (configurable).</td><td><p>Got it! Working on it...</p><p>Just a moment. Working on it...</p><p>Please allow me a moment to work on this…</p><p>I’m working on your request now - please allow me a little more time…</p><p>Please give me a few more moments while I work on your request…</p></td></tr><tr><td>flow_exit_hint_message_key</td><td>A hint message that shows up in a flow to explain how to cancel it at any point. It is helpful in case users get stuck in a flow and would like to start over.</td><td><p>You can type Exit to start over and ask me something else.</p><p>Type Exit to start over and ask me a different question.</p><p>Feel free to type Exit and ask me something else.</p><p>You can type Exit any time before asking me another question.</p><p>Did you know you can type Exit to start over and ask me another question?</p></td></tr><tr><td>flow_exit_message_key</td><td>The response to when users type "Cancel" or "Exit" to cancel a flow.</td><td><p>No problem, let's start over. How can I help?</p><p>Got it. Feel free to ask me something else!</p><p>Sure, let’s try helping you with something else.</p><p>Done! Happy to help you with another request.</p><p>Of course. What can I help you with next?</p></td></tr><tr><td>flow_resume_fail_key</td><td>Some flows require users to click on a link to fill out a form outside of a Virtual Assistant channel (external flow). This message appears if an error happens during one of those external flow executions.</td><td>It seems that something went wrong with your selection. Can you please try again?</td></tr><tr><td>flow_resume_success_key</td><td>Some flows require users to click on a link to fill out a form outside of a Virtual Assistant channel (external flow). This message appears when that flow execution processes successfully.</td><td><p>All done! Let me know how else I can help.</p><p>You're all set. What else can I do for you?</p><p>You’re good to go! Let me know if I can help with anything else.</p><p>Finished - how can I help you next?</p></td></tr><tr><td>hidden_first_page_kb_button_label</td><td>A label for a button that is only visible when conversation policy is set to emphasizing skills over articles. On click, the button shows relevant article(s).</td><td>Self-Help Info</td></tr><tr><td>initial_greeting</td><td>The initial greeting message from a Virtual Assistant. Specific to an app.</td><td><p>Hi %s, I’m your Virtual Assistant! 🤓 Feel free to ask me anything.</p><p>Hey %s, I’m your Virtual Assistant. How can I help you today?</p></td></tr><tr><td>initial_recommendation</td><td>This message follows the initial_greeting. Initial recommendations typically have a message with a set of suggested action buttons. When providing multiple messages, a Virtual Assistant would alternate those. Specific to an app.</td><td><p>Here are some ways I can get you started:</p><ul><li>skill 1</li></ul><p>Here are some of the most popular requests:</p><ul><li>skill 1</li></ul><p>Feel free to try one of the below options to start:</p><ul><li>skill 1</li></ul></td></tr><tr><td>intent_disambiguation_key</td><td>When user's request is ambiguous and a Virtual Assistant provides a few options that have a high confidence score.</td><td><p>These might help! Please select one of the options to continue:</p><p>Sure, here are a few suggestions. Please select one to continue:</p><p>Got it. I found a few things for you to try:</p></td></tr><tr><td>kb_find_service_catalog</td><td>When a Virtual Assistant provides options from Service Catalog.</td><td><p>I found this form that may help with your request:</p><p>I think this form may help:</p></td></tr><tr><td>kb_find_service_catalog_also</td><td>When a Virtual Assistant provides options from Service Catalog in addition to other options (skills, articles).</td><td>Form(s):</td></tr><tr><td>live_agent_connection_timeout</td><td>When a Virtual Assistant was not able to establish a connection with a live agent after a specific wait time (the wait time is configurable).</td><td><p></p><p>It looks like there aren't any support agents available at the moment. Please try connecting later or submit a ticket.</p><ul><li>Create Ticket skill </li></ul></td></tr><tr><td>live_agent_contact_fail</td><td>When a Virtual Assistant was not able to find a live agent. Reasons: outside office hours or no agent available at the requested time.</td><td>It looks like no one is available at the moment. Please try connecting later or submit a request by typing "Create Ticket". How else can I help?</td></tr><tr><td>live_agent_fail_user_inactive</td><td>When a user is not (yet) on the list of users who can contact live agents.</td><td>Looks like your account [%email] has not been activated yet. New users are typically activated within 24–48 hrs. Please try again later.</td></tr><tr><td>live_agent_message_user_ disconnected</td><td>When the user ends the conversation with a live agent.</td><td><p>Your conversation with the live agent has ended.<br></p><p>Your live session has ended.</p></td></tr><tr><td>live_agent_pre_fulfillment_msg</td><td>Last opportunity to prevent an escalation.</td><td>I'm happy to transfer you to a support agent. First, can you please briefly explain the problem?</td></tr><tr><td>message_feedback_request</td><td><p>Asking for feedback on whether the Virtual Assistant answer was helpful.</p><p>Currently, we support emojis in buttons. But only the first two buttons will be accepted, the first button is for Yes, and the second button is for No.</p></td><td><p>Did this help? 👍 👎</p><p>Was I able to help? 👍 👎</p><p>Did I help resolve your request? 👍 👎</p><p>Was this helpful? 👍 👎</p><p>Was I helpful? 👍 👎</p></td></tr><tr><td>multi_fulfillment_find_skills</td><td>When a Virtual Assistant finds multiple skills to the user's request.</td><td><p>Here are a few things you can try:</p><p>Here are a few options:</p><p>Here are a few suggestions:</p></td></tr><tr><td>multi_fulfillment_find_skills_also</td><td>When a Virtual Assistant finds a few skills in addition to other answers.</td><td><p>Other relevant options:</p><p>Other options:</p></td></tr><tr><td>no_answer_message</td><td>When a Virtual Assistant was not able to find an answer to the question.</td><td><p></p><p>I can't help with that yet. Below are some of the most common requests we receive. Please select one or rephrase your question.</p><ul><li>skill 1</li></ul></td></tr><tr><td>notification_application_provision_key</td><td>When a Virtual Assistant notifies users that a new application is available for them to install.</td><td>Good news! 🎉 We just added a new application. Would you like to install it?</td></tr><tr><td>notification_banner</td><td>WebChat only. A message located at the very top of a WebChat in the beginning of a session.</td><td><p>Remote Team Meeting Etiquette Tip</p><p>Turn video on so your team is more engaged.</p><p>Outages:</p><p><a href="https://ven02785.service-now.com/sp?id=kb_article&#x26;sys_id=f27d7f79c0a8011b0018f9d700d2b9aa">💡Email Interruption Tonight at 11:00 PM ET</a></p></td></tr><tr><td>password_hint_message</td><td>When asking a user to enter a new password.</td><td>Please enter a new password (min 1 uppercase &#x26; 1 lowercase letters).</td></tr><tr><td>notification_ticket_action_button_key</td><td>Ticket Concierge. When providing some options for users to update their ticket.</td><td><p>Here are a few options to update the request:</p><p>Update the request:</p></td></tr><tr><td>notification_ticket_resolved_action _key</td><td>Ticket Concierge. When resolving users' tickets with an action skill.</td><td><p>Click on the button to start:</p><p>Click on the recommendation below:</p></td></tr><tr><td>notification_ticket_resolved_kb_key</td><td>Ticket Concierge. When resolving users' tickets with a knowledge article.</td><td>Here’s what I found:</td></tr><tr><td>notification_ticket_resolved_key</td><td>Ticket Concierge. When a Virtual Assistant sends a potential solution to the user’s request.</td><td><p>Good news! I think I found a solution to your request: %s</p><p>I think I’ve got a solution to your request: %s</p></td></tr><tr><td>notification_ticket_resolved_sc_key</td><td>When resolving users' tickets with service catalog.</td><td>Suggested form:</td></tr><tr><td>recommendation_continue_context _message</td><td>A Virtual Assistant would remind me about an unfinished task.</td><td><p>It looks like we haven't finished working on: '%s'. Would you like to resume?</p><p>It looks like we haven't finished your request: '%s'. Would you like to continue working on it?</p></td></tr><tr><td>recommendation_has_result_message</td><td>A Virtual Assistant would highlight that the list of tasks it recommends is based on the previous request.</td><td>Based on your previous request, here are some relevant options:</td></tr><tr><td>reset_password_fail</td><td>This message appears if the password requirements were not met.</td><td>Please try again and [make sure your password meets the below requirements:<strong>8 characters min, 1 lowercase letter, 1 uppercase letter, 1 number, no parts of your username.</strong></td></tr><tr><td>resolution_note_header_message</td><td>Email only: the text in a header that is based on ticket resolution notes.</td><td><p>Here’s some helpful information:</p><p>This information might help:</p></td></tr><tr><td>search_multiple_results</td><td>When returning an answer with multiple knowledge articles.</td><td><p>I took a look for you, and found these articles that might help:</p><p>Sure. Here are a few things I found:</p><p>Absolutely. Here are some relevant articles:</p><p>Cool, I got it! One of the below articles may help:</p><p>Here are some articles I found for you that should help:</p></td></tr><tr><td>search_results_key</td><td>When returning an answer with one knowledge article.</td><td><p>Looks like this might answer your question:</p><p>Sure, here’s something I found:</p><p>Here’s some information I found for you:</p><p>No problem. I hope this helps!</p><p>Please take a look at the below and let me know if it helps:</p><p>Got it, I found this for you. Let me know if it helps!</p></td></tr><tr><td>session_feedback_survey_question</td><td>When asking for feedback (1-5 stars) at the end of a chat session.</td><td><p>➡️  How has your experience been so far? </p><p>Poor, Fair, Good, Very Good, Excellent</p><p> </p><p>How has your experience been so far? </p><p>😠 😔 😐 😊 😃</p></td></tr><tr><td>session_feedback_survey_response</td><td>Responding to the feedback a user left.</td><td><p>Thank you! I appreciate your feedback.</p><p>Thank you - your feedback helps me continuously learn!</p><p>Noted! I appreciate the feedback.</p><p>I always appreciate your feedback.</p><p>Thank you. Keep the feedback coming!</p></td></tr><tr><td>silent_request_answered</td><td>Slack silent listening mode: when responding to a user's question in a general slack channel.</td><td><p>Hi {user}, I've sent a DM on your request. Let us know if you have any questions.</p><p>Hi {user}, I've sent you a DM with the next steps.</p><p>👋 {user}, I am sending you a DM with related information. Please respond to it so I know what to do next!</p></td></tr><tr><td>silent_request_preamble</td><td>Slack silent listening mode: when returning an answer to a user's question in the direct channel.</td><td><p>Hey {user}! this may help answer your request: '$QUESTION'</p><p>Hey {user}! This might help with your request: '$QUESTION'</p><p>Hi {user}, this information could help with your request: '$QUESTION'</p><p>Hi {user}, this might help with your request: '$QUESTION'</p></td></tr><tr><td>silent_request_resolved</td><td>Slack silent listening mode: when a user marks the Virtual Agent’s response as helpful.</td><td>{user} rated my answer as helpful. Marking this as resolved.</td></tr><tr><td>slack_form_password_reset</td><td>Slack only: Password reset button label.</td><td>Reset Password</td></tr><tr><td>ticket_SOR_not_found</td><td>When a ticket was not found in the system of record because the system of record was not set up.</td><td>Looks like there isn’t a connection to a ticketing system. Please reach out to live support.</td></tr><tr><td>too_many_match_item_key</td><td>Virtual Assistant asking for clarification when too many results matched the user's input.</td><td>To narrow down the results, could you please make your request more specific? Sure. To get you the best answer, would you please make your request more specific? I’m on it! Can you please make your request more specific so I can help you find the best answer?</td></tr><tr><td>user_input_clarification_message</td><td>Asking for clarification.</td><td><p>No problem. Could you please confirm?</p><p>Absolutely. Can you please choose the relevant option?</p><p>Got it. Could you please confirm?</p><p>Of course. Can you please confirm?</p><p>Definitely. Could you please confirm?</p></td></tr><tr><td>user_input_retry_message</td><td>When a Virtual Assistant asks a user to re-enter his/her choice since the previous one is invalid (e.g., getting numbers when an email address is expected).</td><td><p>Your answer doesn’t match the expected format. Please type <strong>Exit</strong> to start over.</p><p><br>It looks like your answer is in an invalid format. Please type <strong>Exit</strong> to start over.</p></td></tr><tr><td>silent_mode_skill_preamble</td><td>In silent listening mode, when Aisera is able to find a single Skill to help a user's request from a public channel. This message will be used as a preamble before the Skill’s button in the DM to the user.</td><td><p>Click on the button below:<br></p><p>Click on the button below to start:</p></td></tr><tr><td>fail_to_continue_closed_conversation</td><td>This is for channels (such as, Slack or MS Teams), where a conversation history is preserved. In this case, an end user tries to click on one of the options from the previous session, that had already finished. Because that session is over, the bot can not get back with the proper answer and instead uses a default message asking the end user to retype the question.</td><td><p>Hmm, seems like you’re selecting something from our previous session. Please reenter your request and I can help you out.</p><p> </p><p>We’ve closed the previous conversation for now. If you still need help, just enter your request, and we can pick up where we left off</p></td></tr><tr><td>silent_request_agent_notification</td><td>Slack silent listening mode: after escalation, when returning the conversation history between an end user and a bot to the agent.</td><td>Here is the conversation history with $USER on '$QUESTION'</td></tr><tr><td>routing_to_live_agent</td><td>When starting a live agent session and before an agent picks up the conversation, showing that the conversation has been routed to agents.</td><td>Routing you to a live agent...</td></tr><tr><td>agent_joined_msg</td><td><p>When an agent picks up the conversation and joins the chat.</p><p>%s will be replaced by agent’s name</p></td><td>%s has joined the chat</td></tr><tr><td>live_agent_external_system_error_msg</td><td>When the external live agent system has issue and cannot find any available agent.</td><td>Looks like there aren’t any available agents at the moment. Please try again later.</td></tr><tr><td>agent_exited_msg</td><td><p>When an agent terminates the live agent conversation</p><p>%s will be replaced by agent’s name</p></td><td><p>%s closed the session</p><p>%s  has ended the live chat</p><p>%s  has closed the live chat</p><p>%s  has closed the live session</p><p>%s has ended the conversation</p></td></tr><tr><td>agent_waiting_queue_update_msg</td><td><p>When a user is waiting for an agent, s/he can see the position in line.</p><p>(this data will be provided by the external live agent system)</p><p>%s will be replaced by the number of users waiting in the queue</p></td><td>There are %s people in front of you</td></tr><tr><td>agent_waiting_time_update_ms</td><td><p>When a user is waiting for an agent and the waiting time has changed</p><p>When the user is waiting for an agent, and his position in the waiting queue has changed</p><p>(this data will be provided by the external live agent system)</p><p>%s will be replaced by the estimated number of minutes</p></td><td>An agent will be with you in %s minutes</td></tr><tr><td>agent_typing_msg</td><td><p>When an agent is typing, showing a notification on user’s side</p><p>(this data will be provided by the external live agent system)</p><p>%s will be replaced by the agent’s name</p></td><td>%s is typing...</td></tr><tr><td>user_continue_confirm_message</td><td>When Bot has multiple fulfillments and a tenant is configured with Action first, Bot will use Flow’s preamble message to engage with a user. But the flow’s preamble message won’t have Would you like to proceed? since flow’s preamble message also will be used when flow fulfillment is directly matched. So we need to combine Flow’s preamble message with this message together</td><td>Note: I understand you want to access the application. is from flow message and Would you like to proceed? is from this message key</td></tr><tr><td>agent_waiting_queue_update_second _position_msg</td><td>User is 2nd in line waiting for a live agent to join.</td><td>There is 1 person in front of you</td></tr><tr><td>agent_waiting_queue_update_top_ position_msg</td><td>User is next in line waiting for a live agent to join.</td><td>You are next in line. An agent is joining soon.</td></tr><tr><td>conversation_history_bot_label</td><td>When conversation history is generated as part of escalation to create ticket or live agent init message, this is the bot Label that is replaced with.</td><td><p>Aisera:<br></p><p>Buddy Bot:</p></td></tr><tr><td>conversation_history_user_label</td><td>When conversation history is generated as part of escalation to create ticket or live agent init message, this is the user Label that is replaced with when message is of value : ${user.FirstName!=''?user.FirstName:user.EmailId}@%requestTime:</td><td><p>${user.FirstName!=''?user.FirstName:user.EmailId}@%requestTime:  </p><p>User: </p><p>Customer :</p></td></tr><tr><td>agent_request_file_sharing</td><td>Live Agent requests the user to upload a file.</td><td>Agent has requested a file from you.</td></tr><tr><td>agent_cancelled_file_sharing</td><td>Live Agent has canceled the file uploading request.</td><td>Agent has canceled a file sharing request.</td></tr><tr><td>live_agent_message_user_ disconnected_ticket_id</td><td>The user ends the conversation with a live agent. And a ticket id will be appended to the message, which was created during the conversation. %ticketId will be replaced by the ticket id.</td><td>Your conversation with the live agent has ended - please start a new conversation if you want to continue. Otherwise, your ticket ID from the conversation is <strong>%ticketId</strong>.</td></tr><tr><td>live_agent_message_download_ transcript</td><td>Live Agent Message that give a hint to let user download conversation transcript.</td><td>Please click the button to download the transcript.</td></tr><tr><td>download_transcript_button_label</td><td>Label of the download conversation transcript button.</td><td>Download.</td></tr><tr><td>low_confidence_answer_preamble</td><td>PreAmble message for conversation response if it’s coming from exception handling (no valid intent).</td><td><p>Got it, let's see if this will help for your request:</p><p>No problem. Do any of the below help?</p><p>Sure - hopefully one of the results below will help.</p><p>Okay! I found a few things which might help:</p></td></tr><tr><td>live_agent_connection_timeout_ fallback_button_label</td><td>The label of the button which will show when connection to live agent timeouts</td><td>Submit a case</td></tr><tr><td>too_many_retries_error_message</td><td>Message displayed when user retries a flow input has exceed config maxUserInputRetry [default = 2]</td><td>I have detected too many bad retries I am closing this request. If you need anything else please type in your request again.</td></tr><tr><td>flow_exit_with_escalate_hint_ message_key</td><td>The flow exit hint message with escalate command, to allow users to escalate at any point of execution of non-feedback flows.</td><td>You can type %s to start over, or %s for more assistance.</td></tr><tr><td>initial_greeting_unknown</td><td>The initial greeting message from a Virtual Assistant when username to greet with is unavailable.</td><td>Hey there, I may be able to help answer your question.</td></tr><tr><td>channel_error</td><td>If the channel timeout responds to the user, this message is displayed.</td><td>I’m having trouble finding what you need, please submit a case and a member of our support team will assist you!</td></tr><tr><td>fulfillment_disambiguation_message</td><td>The bot found multiple answers to a request, asking the user to select which to continue with.</td><td>Please select one of the following options to continue.</td></tr><tr><td>member_joined_channel</td><td>Message displayed when a new member is added to a slack channel.</td><td>Hey $USER, Excited to have you on the team. Here is some important info to help bring you up to speed on what's going on in the $channelName channel.</td></tr><tr><td>unknown_user_input_on_wait_message</td><td>While the user types a new request while s/he was asked to wait while the flow is working on its response, try to remind them about the pending request and hint to exit if they want to start with a new request.</td><td>I am currently working on your previous request kindly wait, if you want help with something else, you can type Cancel and start a new request.</td></tr><tr><td>translated_content_hint</td><td>When the response to the user is translated content from the original flow message this is added as a note. [Only when flag “Show translated Content Info“ is enabled].</td><td>Note: This is Translated Content</td></tr><tr><td>domain_exception_handling_ask_ clarification</td><td>For Universal App Only, when Domain is not predicted with high confidence the bot requests the user to pick the intent s/he wants to continue with.</td><td>I am working on your request, but need your help to find what works the best for you. Please select the most appropriate option that applies to your question</td></tr><tr><td>error_kb_not_found</td><td>Message displayed when internal services are unable to fetch intented KB in fulfillment.</td><td>There was an unexpected failure when I tried to fetch the article that would have really helped you. Please submit a case and a member of our support team will assist you!</td></tr><tr><td>kb_more_recommendations</td><td>More recommendation button label when there are more kb articles.</td><td>More Recommendations</td></tr><tr><td>entity_based_filtering_low_ confidence_answer_preamble</td><td>During the entity based fulfillment filtering, if there is no fulfillments based on entity filtering and there are no bol KBs, No fallback fulfillment inside this intent and have fulfillments without entity bindings, we will show the fulfillments without entity bindings, with this preamble message.</td><td>I am trying my best to understand your question - '$QUESTION'.</td></tr><tr><td>entity_based_filtering_low_ confidence_answer_preamble</td><td>During the entity based fulfillment filtering, if there is no fulfillments based on entity filtering and there are no bol KBs, No fallback fulfillment inside this intent and have fulfillments without entity bindings, we will show the fulfillments without entity bindings, with this preamble message.</td><td>I am trying my best to understand your question - '$QUESTION'.</td></tr><tr><td>deflection_fulfillments_preamble</td><td>When Deflect Escalate Intent is enabled, eg, create ticket, before executing the flow in Create Ticket intent, we will try to deflect the request by asking the user to clarify the questions and use this message as a preamble message.</td><td>Before continuing, I found something that might be able to help.</td></tr><tr><td>webchat_input_prompt</td><td>Customize your webchat input field message</td><td>Type your question here</td></tr><tr><td>user_preference_reminder</td><td>Universal App specific this message is sent when the user updates the language preference.</td><td>Reminder: You can always check or change your preferred language by typing: 'Change language' in any supported language</td></tr><tr><td>user_preference_update_prompt</td><td>Universal App specific, this message is sent when the bot identifies the user request language was detected to be other than the language preference.</td><td>It looks like your preferred language is %language. Would you like to change it?</td></tr><tr><td>user_preference_empty_set_prompt</td><td>Universal App specific, this message is sent when the bot identifies the user request language was detected, but Aisera does not have a user preference.</td><td>It looks like your language preferences have not been set. Would you like to update it to help me learn?</td></tr><tr><td>multiple_kb_public_domain_disclaimer</td><td>Multiple KB card hints when it contains more than 1 public domain content.</td><td>Some knowledge articles are authorized to be served from %publicDomain.</td></tr><tr><td>single_kb_public_domain_disclaimer</td><td>Single KB card /Multiple KB card hint when it contains just 1 public domain content.</td><td>A knowledge article is authorized to be served from %publicDomain.</td></tr><tr><td>live_agent_contact_fail_no_agent _available</td><td>User asks to connect to a live agent but there aren't any available.</td><td>It seems that there is no agent available right now. Please try it later.</td></tr><tr><td>live_agent_user_upload_file</td><td>Used in SNOW Live Agent, when a user sends a file to the agent, this message is used to show to the agent, which file is uploaded.</td><td>User uploads a file: %s</td></tr><tr><td>live_agent_file_type_not_support</td><td>Users in SNOW Live Agent, when user uploads a file, whose type (mime type) is not supported by SNOW</td><td>The type of the file, %s, is not supported in the live agent system.</td></tr><tr><td>not_helpful_other_reason</td><td></td><td>Would you please provide more information?</td></tr><tr><td>not_helpful_preamble</td><td></td><td>Could you let me know why this is not helpful?</td></tr><tr><td>listening_ticket_concierge_skill_only</td><td>Ticket concierge channel finds a single action flow as a fulfillment for the title of the ticket that was created.</td><td>Hey $user, I see you have created a ticket $ticketId regarding $ticketTitle. I find the below skills helpful</td></tr><tr><td>listening_ticket_concierge_preamble</td><td>Ticket concierge channel when finds multiple sources as a fulfillment for the title of the ticket that was created.</td><td>Hey $user, I see you have created a ticket $ticketId regarding $ticketTitle. I find the below skills helpful</td></tr><tr><td>live_agent_exit_hint</td><td>When an agent sends a message to the user, attach this message as a hint and send it to the user.</td><td>To stop talking to the agent, just type %s</td></tr><tr><td>form_input_retry_message</td><td></td><td>Oops, got some error from the form, could you please retry?</td></tr><tr><td>validation_number_too_big</td><td></td><td>Invalid input for '$fieldLabel'. Can not greater than $maxVal</td></tr><tr><td>validation_number_too_small</td><td></td><td>Invalid input for '$fieldLabel'. Can not smaller than $minVal</td></tr><tr><td>validation_number_invalid_range</td><td></td><td>Invalid input for '$fieldLabel'. Needs in the range of [$minVal, $maxVal]</td></tr><tr><td>validation_general_invalid</td><td></td><td>Invalid input for '$fieldLabel'</td></tr><tr><td>validation_missing_required_field</td><td></td><td>Missing required input for '$fieldLabel'</td></tr></tbody></table>

## Conversation Error Messages

The following table describes the Aisera platform error messages associated with conversations. &#x20;

You can also share these messages with your Aisera team to help diagnose an issue.

<table><thead><tr><th width="364">Conversation Error Code</th><th>Cause</th></tr></thead><tbody><tr><td>ERR-001: Failed Internal Service Request</td><td>Any gRPC based service calls exceeds deadline to respond</td></tr><tr><td>ERR-002: Internal System Error</td><td>Any reference to NULL</td></tr><tr><td>ERR-003: Internal System Error</td><td>Improper arguments sent to a method</td></tr><tr><td>ERR-004: Internal System Error</td><td>Usually occurs when deployment has not completed properly</td></tr><tr><td>ERR-005: Internal System Error</td><td>Usually occurs when deployment has not completed properly</td></tr><tr><td>ERR-006: Internal System Error</td><td>Internal Aisera System Error</td></tr><tr><td>ERR-007: Failed Fulfillment Service</td><td>Any fulfillment exception, such as: action, custom fulfillment, or failure.</td></tr><tr><td>ERR-008: Internal System Error</td><td>Any runtime exceptions</td></tr><tr><td>ERR-009 - Host Unavailable</td><td>Unable to identify host</td></tr><tr><td>ERR-010: Unavailable resource</td><td>Resource provided does not exists</td></tr><tr><td>ERR-011: Process Interrupted</td><td>Interrupted process</td></tr><tr><td>ERR-012: Aisera Unexpected Server Error</td><td>Any other exceptions are logged with this code</td></tr></tbody></table>