The Unknown Trigger
For creating fallback scenarios we provide a special trigger called Unknown. Whenever the system receives a trigger it cannot match it will search for an Unknown trigger.
Handing over to humans
If you want to hand over a conversation to a human agent, you can do this by using the takeover action in cloud code.
Auto Pause
When a human agent sends a message using the Chat app the NLP engine is paused automatically. You can set the number of minutes before the bot is activated again using the project settings.
The NLP engine also automatically pauses when there a messages being sent by moderators on Channels like Facebook Messenger. For example: when an employee uses the Facebook for business app to send replies.
Example Scenarios
Standalone AI Assistants
- Add a new flow
- Start with the trigger Unknown
- Add a Text reply with the message:
Sorry I don't know about that yet
Customer service
- Add a new flow
- Start with the trigger Unknown
- Add a Text reply with the message:
Thank you, one of our service operators will be here shortly - Drag and drop an action with Takeover
- Drag and drop an action with Pause bot
Customer service, double tap
- Add a flow
- Start with the trigger Unknown
- Add a Text reply with the message:
Could you please rephrase the question - Add another the Unknown trigger below the reply message
- Add a Text reply with the message:
Thank you, one of our service operators will be here shortly - Drag and drop an action with Takeover
- Drag and drop an action with Pause bot
Read more on Handover actions:
