When Teneo tests a user input against your solution's triggers and transitions, it stops at the first match. It is thus crucial in which order the triggers and transitions are tested. Teneo allows you to define and modify their order. This concept is called ordering.
When searching for a matching trigger, Teneo always gives priority the flow that is currently being processed. Thus, each input is first tested against the transitions at the current point of the active flow. The order in which these transitions are tested is indicated in the flow graph. Only if there is no active flow or if none of the transitions in the active flow match the user input, Teneo will go on and test the input against other flow triggers of the solution.
If there is no active flow, or no matching transition in the active flow, Teneo will go through all other flows of the solution to find a matching trigger. The order in which the triggers are tested is determined by the triggers' order group. To get an overview of the order groups of your solution, simply select the 'Intent Trigger' icon in the 'Ordering' section of the top ribbon.
This opens an overview of the existing order groups in your solution. When searching for a matching trigger, Teneo will start at the top and work its way down until it finds a matching trigger.
The order groups displayed above are the groups that come with Teneo Dialogue Resources (which you can use as a template when creating a new solution). Let's have a quick look at all of these groups:
These pre-defined groups should take you a long way. However, should you discover that you need to add more order groups to your solution, you can easily do so by moving over to the 'Groups' tab of the 'Intent Trigger Ordering' window. There, you may also move triggers from one group to another, if necessary. But before you add order groups or start moving triggers, you may want to try whether 'Relative Ordering' does the job. You can read more on how to create a custom order group here.
If you observe that several triggers of the same order group are competing for inputs, you can define a relation between these triggers. This happens by drawing arrows between the triggers. This relative ordering clarifies the order in which the triggers should be tested. And just like with the order groups, the more specific triggers should be put before the less specific ones. Otherwise, the more specific triggers will never be tested.
We have so far seen how to order Intent triggers, which make up for the majority of triggers in our solution. Prompt triggers are ordered separately from the intent triggers, but their ordering follows the same general principle: more specific triggers should be tested before less specific ones. In order to view or change the ordering of prompt triggers, simply select the 'Prompt Trigger' icon in the Ordering section of the top ribbon.
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