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Hi,
So someone asks a question the bot can;t help with, it increments the fallback count value. They ask the same question again in a different way, the bot still can;t answer and it increases the fallback count number. Each time it can't answer it checks if the fallback count is 3 or above - if it is it redirects to an escalation topic.
Within the escalation topic it automatically logs a case into another system and provides back the information to user about the logged case.
All the above is fine, however now the bot has answered I need it to reset the fallback count, as now if they ask another question and the bot can;t answer it goes straight to the escalation case instead of asking them to re-phrase the question.
I want it to reset the fallback count to 0 so that the user experience resets.
I have tried using the clear all variables action and this doesn't reset this particular variable. Nor can I manually set the value for this (the variable doesn't appear)
Thanks
Good morning,
I hope you are doing well. When you create a copilot, there should be a topic called "Reset conversation" that was created I believe. Trigerring this topic will reinitialise the value of your variable.
What you can also do is create a global variable (call it however you want), increment it whenever the chatbot can't answer a qusetion and do your checks on this new global variable instead.
Hope it helps,
Have a great day.
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