Activechat Manual
  • What is Activechat?
  • New? Start here
    • The basics
    • Set up your first project
    • Install the chat widget
    • Upload the knowledge
    • Explore the CRM
    • AI-assisted live chat
      • How to set context for AI hints
    • Live chat mobile app
    • Build your first automation
  • Conversational AI
    • For Customer Service Teams
    • For Product Managers
    • For Innovation Teams
    • For Marketers
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  • Help Guides
    • Setting up your team
    • Managing conversations
      • Customer attributes
      • User tags and segments
      • Searching for specific users
      • Agent tags (live chat groups and queues)
      • Triggering live chat sessions from the bot
      • Notifications with the TRIGGER block
    • Managing knowledge
      • Uploading business data
      • Question answering and live chat hints
      • Fine-tuning the large language model
    • Natural language automation
    • Building automations visually
      • Customizing your welcome message
      • Adding new skills
      • Navigating skills
      • Copying skills and blocks
      • Handling errors
    • Improving your virtual agent
    • Using live chat AI hints
    • Customizing automatic website page messages
    • Tracking website actions
    • Facebook Ads automation
      • How to set up a Facebook ads bot
      • How to use buttons and quick replies in a Facebook ads chatbot
    • Lead generation
    • Zapier integrations
    • Customizing your project
      • How to customize the chat widget
      • How to customize the Facebook chat widget
      • How to change bot settings
    • Pricing guide
  • Fundamentals
    • Terminology
      • Intents and entities
      • Contexts
      • Skills and events
        • Built-in system skills
          • /start
          • /default
          • /_default_fallback
          • /_start_live_chat
          • /_page_visit
          • /_error
      • Conversation elements
        • Messages
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      • Website chat widget
        • Installation
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        • Voice input
      • Chat widget landing page
      • Facebook Messenger
        • Connect your page
        • 24 hour rule
        • Message tags
        • Persistent menu
      • Telegram
      • Email
      • Twilio SMS automation
    • Intents and bot skills
    • Conversation insights
    • Grow tools
      • Landing pages
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  • Visual builder reference
    • Sending messages
      • TEXT
      • LISTEN
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      • MEDIA
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      • FILE
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      • LEAD
    • Triggering events
      • SEND
      • CATCH
      • TRIGGER
      • LIVE CHAT
    • Manipulating data
      • DATA
      • ADD TAG
      • REMOVE TAG
      • JSON
      • STATUS
      • VALIDATION
    • Conditional logic
      • SWITCH
    • Timers and delays
      • TIMER
      • WAITFOR
      • WAITUNTIL
    • E-commerce blocks
      • CATEGORY
      • PRODUCT
      • VARIATIONS
      • SIMILAR
      • UPSELLS
      • CROSSSELS
      • Shopping carts
        • ADD TO CART
        • UPDATE CART
        • SHOW CART
        • CLEAR CART
        • CREATE ORDER
    • Natural Language
      • NLP
    • System attributes
    • System events
  • Integrations
    • Google services
      • Connect your Google account
      • Google Sheets
        • Searching and updating Google Sheets data
        • Building galleries with Google Sheets data
      • Google Calendar
        • Searching for events
        • Creating and updating events
    • Shopify
    • WooCommerce
    • Dialogflow
      • Building an agent
      • Using entities
      • Slot filling
      • Context management
      • E-commerce NLP
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  1. Fundamentals
  2. Terminology

Contexts

PreviousIntents and entitiesNextSkills and events

Last updated 3 years ago

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Contexts contribute substantially to any human conversation, and human-to-chatbot conversations should not be an exception. There are situations when similar utterances can mean completely different things – depending on the topic of the conversation before that utterance was used.

Let’s consider a chatbot that can do two things – tell the weather or current time in any city on Earth, for example. The conversation with this chatbot can look like this:

  • USER: Hey, what’s the weather in London now?

  • BOT: It’s hot and sunny in London!

  • USER: How about New York?

  • BOT: It’s raining there

  • USER: And the time is?

Notice that at this point in the conversation the user does not specify which city she would like to check the time in, but based on the previous conversation history, most probably, it’s New York.

  • BOT: It’s 4 pm in New York.

  • USER: And in London?

Again, the utterance does not give any clue on what the user would like to achieve – check time or weather. But the context tells us that most probably the question is about time.

  • BOT: It’s 9 pm in London.

To be able to distinguish between “check_time” and “check_weather” intents, your chatbot will have to store the current conversation context somewhere. The easiest way to achieve this in Activechat is with .

Let’s check another example – a restaurant chatbot that can calculate prices for food delivery and for table reservations. There could be two skills in this chatbot – one to calculate the delivery cost, and another to calculate the reservation cost. Both can be triggered with “How much will it be?” utterance, but the correct choice of the intent (and thus skill) will depend on the context of the conversation.

When using native integration in Activechat, you can set a context before sending the user’s message to the NLP engine, and specify which contexts a specific intent is associated with. In this case, even if two intents have the same utterances defined, the context will define which one will be triggered. We’ll get deeper into this in the manual.

user attributes
Dialogflow
Connecting Dialogflow agents