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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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