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Fallback not triggered when PVA is awaiting a response

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Posted on by helal

Hi all,

Normally when the bot does not find a topic, it will ask the user to rephrase through the fallback topic and then escalate.

At the start of the conversation, I have a question awaiting a boolean response. If the user asks a question and the bot finds the answer in a topic, this works fine. The bot will ask to answer the initial question after it responds.

If the bot does not find a matching topic, it will just ask the user to answer the initial question again, without going through the fallback topic.

The bot will go straight to the escalalte topic after the number of times it is configured to.

Is there a way to configure my question to go to the Fallback topic rather than straight to the Escalate topic after the fallback count is exceeded?

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Topic creation & management

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CU22081450-0 Most Valuable Professional on at

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Hi @helal ,

Are you using the Classic bot or the new one?

If you are using the old (classic), you can't create a condition within your topic and redirect the conversation to the Fallback topic. But the new one, you could do it.

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CU22081450-0 Most Valuable Professional on at

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@helal ,

Please, see more details here also: I would like PVA to run the Escalate topic only on... - Power Platform Community (microsoft.com)

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helal 36 on at

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Hi @renatoromao ,
Thank you for your reply.
Yes it is the latest version of PVA.
The scenario you described works.

It does ask you to rephrase(Fallback) when the bot has a question and it is awaiting an answer.

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helal 36 on at

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I got it to work by adding a customizing the retry prompt.

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NadeemAhamed 24 on at

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Hello @helal ,

I am also facing the same issue, i am using PVA in web version.
Iam not able to find the above steps as you mentioned.
Could you please help me out

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helal 36 on at

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Sure we do it at the Question level
This will popup
Then add the customised response

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NadeemAhamed 24 on at

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@helal Thank you quick response.
I really appreciate your support.

As you mentioned above steps, we can achieve this.
but do we need to apply this steps in everywhere, wherever we have added question tag?
can we enable fallback topic so that it will work everywhere?

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helal 36 on at

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The fallback should work by default.
This problem arises when the bot has a question and is awaiting an answer. Instead of answering the bot, the user is asking additional questions which are not covered by the topics.
If that is your scenario, then I think you would need to configure every questions.

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NadeemAhamed 24 on at

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Yes in that case.
I have 150 topic's then i have to apply this condition everywhere that every difficult job.
don't we have option to enable that fallback topic's wherever?

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helal 36 on at

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I am not aware of another option for questions.
I would suggest raising another ticket.

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