Context Management

Setting up contextual responses means adding more context as a response to a particular prompt.

Use case

To simplify contextual response further, take an example:
Bot : Can you share your email with me?
User : Sure, [email protected] (Expected response)
User : Why do you need my email? (Received response)

What if instead of giving their email address during a conversation, a customer asked What is an email Or Why do you need my email. These types of contextual intents can be handled by adding contextual responses.

1. Add Global Contextual Responses#

Setting up standard contextual responses for all prompts in all journeys in the bot will give a response to the users when the bot has been asked questions with Why/What/How/ etc at any prompt.
To explore the options available, follow the given steps:

  1. Open Context management tab

    • On the Platform, go to Studio > Train > Context Management.

  1. Add contextual responses

    • To add new intents click +Add Contextual Responses.
    • Add an Intent name and supporting Utterances.
    • Click Submit.

  1. Modify existing contexts

    • Utterances for the various predefined contextual intents like What/Why/How/When/Where/etc. can be modified by clicking the Edit option.

    • Modify the default response of the existing contexts by clicking Set default response > Click here to add more response and adding a new response.

  1. Bulk upload

    • You can add multiple contexts at once. Click Bulk manage > Import.
    • Click Upload file.
    • Upload a CSV file from your local system which has 2 columns (intent and utterance).
    • Click Upload.


Add as many training utterances as possible for a particular context.


Enable small-talk

(This is available only for the older bots. Click here to configure small talk for new bots.)

If the small talk is enabled, when the user talking about generic topics, the bot will be able to answer the user with an appropriate answer.

Bot: Please enter your desired location.
User: Which location are you from?
Bot: I'm digital, so I'm always just... here.

2. Train responses#

Click Train response to train the contexts.

Now, when the user will ask these questions [Why/What/How/etc] at any prompt during the conversation. The bot will be able to send these contextual responses to the user.


The user is not moving ahead while the user is asking for contextual responses. They will remain at the same prompt until the correct response is given.