I want to make sure the bot is polite etc, so if someone says Hello etc it responds appropriately. For Greetings and Thanks I am currently using two sets of intents that reply accordingly. The problem is someone might say "Thanks, and how much is this?" for instance and it gets hooked up on the word thanks and say "You're welcome. Do you have any other questions?" ... this is not ideal. I notice the smalltalk KB, but its not clear how to use it in this capacity. Any thoughts on best practice?

have you tried using the personality agent to ensure your bot is polite?

100% personality agent here. Be cautious about your intents as they can some times catch the wrong sentences. When making the intent use keywords. I have personally stopped using Intents as they would always manage to get a wrong sentence. I just upgraded my KB's so it would search there instead.

I switched off personality as with it on I couldn't make the bot say exactly what I wanted with regard welcome messages. It would be good if there was a way to say send this but don't filter it through the agent . Say exactly this. I will have another play, thanks.

I also got the personality agent off for the same reasons. Hopefully we will soon gain the ability to set specific responses to specific messages from the user.

yep - I can confirm that being able to toggle on/off certain agents on certain nodes is something we're currently in the process of building 🙂