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Flow allows you to create multiple fallback scenarios for when the NLP engine fails to understand a message. 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:  Chatbot Handoff How to nail the bot to human handoff How pausing and resuming works with Front How to implement Push Notification How to hand over to a human agent Send text versus trigger event Trigger the bot from within Front
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by Khoros Staff Khoros Staff Jun 19, 2021
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The following actions further help to extensively manage the flow designs:   Audience Projects Analytics Data Retention 
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by Khoros Staff Khoros Staff Jun 19, 2021
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This article explains definitions for all the Flow metrics captured in Flow Analytics. Flow Metrics  Flow analytics captures events that take place during user interaction with a chatbot. With each reported event, you can find an agent_id and thread_id . The agent_id relates to the Flow project and the thread_id relates to the interaction with a customer. When considering the Flow event metrics like interaction, handover or resolve, you might see small variants in the reported numbers; this is expected when you compare a metric for a specific period. Sometimes a user interaction can span a longer period than you are currently looking at, ensure that you are considering the correct timeframe.  Flow Analytics Dimensions Analytic events are separated into two dimensions: Thread and Brain events.  Thread events The following events are tagged with the thread events dimension when there is an interaction: Event Definition MESSAGE_IN Flow receives a message Note: This can be either from a customer, a moderator, or an agent (use the originator_role to distinguish). MESSAGE_OUT A reply is sent back by the automation LANGUAGE A language is detected (present in the language field) COUNTRY A country is detected (present in the language field) EVENT_OPENING An opening event is triggered (only supported by certain channels) EVENT_BROADCAST A broadcast is triggered PROJECT A new Flow project has been created ORGANISATION A new Flow organisation is created INTERACTION_NEW When a new interaction is created INTERACTION_UPDATED An existing interaction is updated RESOLVED_BY_BOT An interaction is resolved by the automation RESOLVED_BY_AGENT An interaction has been resolved by an agent TAKEOVER A takeover/handover is applied to an existing interaction TAG_ADD A tag is applied to a user TAG_REMOVE A tag is removed from a user USER_NEW A new user is registered Specific for voice: Event Definition VOICE_CALL_DISCONNECT A call is disconnected VOICE_CALL_HANDOVER A handover is applied for a call VOICE_CALL_CONFERENCE_END A call ends VOICE_CALL_AGENT_JOIN An agent joins a call VOICE_CALL_HOLD_ON A call is put on hold  VOICE_CALL_HOLD_OFF A call is put back from hold VOICE_CALL_AGENT_MUTE_ON An agent puts the call on mute VOICE_CALL_AGENT_MUTE_OFF An agent puts the call off mute Fields Field Description __time Date in a UTC format agent_id Flow project ID channel_id Connected channel or source ID channel_name Type of channel country Two-letter identifier of the region For example: us event_name Type of event  For example: MESSAGE_IN, TAKEOVER, USER_NEW, TAG_ADD language Two-letter language code  For example: en originator_role The originator’s role for the event For example: SYSTEM, EXTERNAL, MODERATOR, etc. tag_name Name of the tag that is applied tag_value Value of the tag that is applied thread_id Conversational thread between the bot and the customer resolution Reason of resolution attachment_event_name Event name that is triggered timestamp UNIX timestamp event_value Related Payload  campaign_id Broadcasted campaign care_conversation_id Care Conversation ID interaction_id Unique id for every interaction Brain events The following events are with the brain events dimension when there is an interaction: Event Definition FLOW_TRIGGERED A specific flow is triggered UNKNOWN_TRIGGERED An unknown message is received SENTIMENT AI estimated sentiment Note: You can find the Sentiment value in the Sentiment field. TAG_CREATED Old form of tags for thread params.  Note: You can find usage of it inside of text replies in the Advanced section in the right sidebar. Fields Field Description __time Date in a UTC format agent_id Flow project ID brain_name AI model flowai for single language model or flowaiv2 for multilingual model channel_id Connected channel or source ID channel_name Type of channel event_name Name of the event that is triggered flow_id Flow ID that is triggered  Note: This can change between versions flow_immutable_id Unique Flow ID that is triggered flow_name Name of the Flow that is triggered intent_id Intent ID that is matched  Note: This can change between versions intent_immutable_id Unique intent ID that is matched intent_label Name of the intent that is matched language Two-letter language code query The text utterance step_id Unique step ID that is matched step_name Name of the step that is matched step_type Type of the step that is matched  For example EVENT, INTENT, ANYTHING, NOTHING, etc.  thread_id Conversational thread between the bot and the customer accuracy AI confidence matched with an intent threshold Confidence threshold used for matching the intent timestamp UNIX timestamp
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by Khoros Staff Khoros Staff Aug 29, 2022
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