Eric_Allen | 2021-09-23 21:31:44 UTC | #1
Why is there a 'No Intent' option when adding 'Ask for intent' in the MessageBot flow? It seems counter intuitive. If an end user encounters an 'Ask an Intent' and no intent is defined then the bot either exits the flow or disconnects per 'Recognition Failure' settings. Perhaps to execute an expression in the background?
Can someone please provide the Use case for having this option?
Thank you,
Eric
Michael_Orr | 2021-09-29 13:42:29 UTC | #2
Hi Eric. If you enable (using the checkbox) the "No Intent" path on an "Ask for Intent" action then this overrides the global "Recognition Failure" event handling in your bot, allowing you to ask further questions before routing to an agent (or hopefully even avoid the need to go to an agent).
An example of where you might use this would be if, at the initial "How can I help?" question, the end user is having problems triggering an intent (maybe the thing that they're asking for hasn't been configured as an intent) then instead of just saying "Oh well, I'll send you to a multi-skilled agent" you can instead use the "No Intent" path to ask a second, simpler question e.g. "Is your query related to technical support?" This way, we might not know exactly what the user wants, but we know that we're not going to send a tech support question to a non-tech support agent (and vice versa).
I hope this answers your question :slight_smile:
Michael
Eric_Allen | 2021-09-29 16:21:26 UTC | #3
This is exactly what I needed.
Thank you for your help,
Eric
This post was migrated from the old Developer Forum.
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