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Conversation events define AI Agent behavior at key moments in a conversation lifecycle — such as task completion, failures, channel opt-in/out, and repeated responses.

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End of Task

Triggered when the AI Agent is no longer expected to send or receive messages. When fired, the context is updated with:
  • The reason the task ended (see table below).
  • The name of the completed task. For FAQs, the task name is set to FAQ.
Client-side implementations (BotKits, RTM, Webhook channels) can use the end-of-task reason flag to determine appropriate follow-up actions.
ScenarioEnd of Task Flag
Reached the last node of the dialogFulfilled
Task canceled by the userCanceled
Error in task or FAQ execution (no Task Failure Event, no hold tasks)Failed
Linked dialog completed without returning to the parent dialogFulfilled_LinkedDialog
FAQ answered successfullyFulfilled
Event executed via Run Script or Show Message (no tasks on hold)Fulfilled_Event
Error in executing an event via Run Script or Show Message (no tasks on hold)Failed_Event
User declines to resume an on-hold task (no other task on hold)Canceled

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Task Execution Failure

Triggered when an error occurs during dialog task execution, including:
  • AI Agent execution errors
  • Service call failures or unreachable servers
  • Agent transfer node errors
  • Knowledge Graph task failures
  • Webhook node failures
  • Unavailable sub-dialog
  • Errors parsing the AI Agent message
Defaults: Always enabled with the Show Message action. Cannot be disabled. This app-level behavior can be overridden per task from the dialog task settings. Learn more task execution failure event

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RCS Opt-In / Opt-Out Events

Triggered when a user opts in to or opts out of the RCS Messaging channel. Configure a follow-up response to confirm the user’s action. RCS opt-in

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Repeat Bot Response Event

Triggered when specific utterances (predefined or custom-trained) are detected on voice channels — IVR, Audiocodes, Twilio Voice, and SmartAssist Gateway — requesting the AI Agent to repeat its last response.
The Repeat Bot Response event uses the NLU multilingual model for non-English languages.

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Priority Behavior

Conflict ScenarioBehavior
Intent vs. Repeat eventIntent takes priority.
Sub-intent vs. Repeat eventSub-intent takes priority.
FAQ vs. Repeat eventFAQ takes priority.
Group node sub-intent vs. Repeat eventGroup node sub-intent takes priority.
Mid-conversation (no conflict)Repeat event is triggered.

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Use Case

Scenario: In a Flight Booking AI Agent, a user on IVR says: “Sorry, I can’t hear you. Can you please repeat it again?” after the dialog has ended with a booking confirmation message. Result: If the session is still active and the End of Task event has a follow-up message (e.g., “Is there anything else I can help you with?”), the Repeat Bot Response event repeats both the booking confirmation and the follow-up message together.

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Enable the Event

  1. Go to Conversation Intelligence > Events. repeat bot responses toggle
  2. Click Repeat Bot Response Event to configure it. save
  3. Click Manage Utterance to review or add pre-trained utterances. manage utterances
  4. Add more utterances as needed, then click Train. click train link
  5. After training, configure preconditions:
    • Channels — Add voice channels (IVR, IVR Audiocodes, Twilio Voice, SmartAssist Gateway).
    • Context Tags — Add context objects to scope the event to specific dialog tasks. Learn more
  6. Set the Event Configuration:
    • Repeat Only Last Bot Response (default) — Plays a filler message before repeating. Default filler: “Sure, I will repeat it for you.” Click + Add Filler Message, select the IVR channel, enter the filler text, and click Done. add filler to IVR
    • Auto-generate Response — Uses the LLM and Generative AI model to generate the repeated response. Requires the Advanced NLU model to be enabled. Click Enable Now to activate. auto-generate response
      When Auto-generate is enabled, filler messages defined in step 6 are not used.
  7. Expand Advanced Settings and configure:
    • Repeat Attempts Limit — Number of retry attempts (1–10, default: 5).
    • Behavior on Exceeding Repeat Attempts — Choose End of Dialog or Initiate Dialog (select which task to redirect to).
    behavior on exceeding repeat attempts
  8. Click Save & Enable.