System Fallback topic is not executing if there are no matching topics for the user query or utterance.

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Posted on 3 Jan 2024 13:37:57 by argeraju

Hi Team,

For the first time when there are no matching topics are available for user utterance,

it is going to fallback topic and from there we are returning a question.

When user post same question for the second time, it is not going to Fallback topic. [Why it is not going to Fallback System Topic]

When user post same question for the third time, it is going to Fallback topic.

System Fallback topic is not getting executing if we return question for earlier user query.

Can you please help me on this?

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Robulane on 03 Jan 2024 at 15:51:14

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Re: System Fallback topic is not executing if there are no matching topics for the user query or utterance.

It's possible that the second user's input is considered the answer to the question. It will help if you provide the code of your fallback topic. You can open Code Editor and copy and paste yaml here.

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argeraju 78 on 03 Jan 2024 at 18:28:46

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Re: System Fallback topic is not executing if there are no matching topics for the user query or utterance.

Hi Robulane,

Thank you so much for quick reply, appreciated.
Below is the fallback code.
kind: AdaptiveDialog beginDialog: kind: OnUnknownIntent id: main actions: - kind: SetVariable id: setVariable_PB3ECP variable: Topic.Counter value: =(System.FallbackCount) - kind: ConditionGroup id: conditionGroup_LktzXw conditions: - id: conditionItem_tlGIVo condition: =System.FallbackCount < 3 actions: - kind: ConditionGroup id: conditionGroup_yESEU3 conditions: - id: conditionItem_nK1k4H condition: =Topic.Counter = 1 actions: - kind: SetVariable id: setVariable_PXIYNc variable: Global.FirstQuery value: =System.Activity.Text - kind: SetVariable id: setVariable_PBI4db variable: Global.UserConversations value: "=\"User: \"& (Global.FirstQuery) & \"User: \"&(System.LastMessage.Text)" - kind: Question id: question_O63YwG interruptionPolicy: allowInterruption: true variable: init:Topic.Var1 prompt: attachments: - kind: HeroCardTemplate title: Main title subtitle: Subtitle text: Test buttons: - kind: MessageBack title: create ticket text: create entity: StringPrebuiltEntity - kind: ConditionGroup id: conditionGroup_x4QshZ conditions: - id: conditionItem_U2EkwD condition: =Topic.Var1 = "create ticket" actions: - kind: SendActivity id: sendActivity_dFM190 activity: Will redirect user to create ticket topic elseActions: - kind: BeginDialog id: JphJOy dialog: cr8cd_maxGenesysMessengerIntegration.topic.Escalate - kind: EndConversation id: hIWPsA

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Robulane on 03 Jan 2024 at 19:06:54

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Re: System Fallback topic is not executing if there are no matching topics for the user query or utterance.

So your question was: "When user post same question for the second time, it is not going to Fallback topic. [Why it is not going to Fallback System Topic]"

Based on your Fallback topic, this is an expected behavior. The system takes "same question" from the user as the answer for the asked question. If you want to execute the Fallback topic again, you can add the condition that check the output variable and then use "Go to step" node to redirect to the first node in the topic (in this case System.FallbackCount won't be incremented, so you might want to introduce a new variable)

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argeraju 78 on 05 Jan 2024 at 09:39:59

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Re: System Fallback topic is not executing if there are no matching topics for the user query or utterance.

After Replacing basic card with Adaptive card, it is working as expected.

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