How to create a condition for escalate.

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Posted on 12 Apr 2024 10:45:59 by EduardaVieira

Hi,

I need that when the user requests to talk to an agent, they first try once more to state what they need and if the chat doesn't find a topic, then it should transfer to an agent.

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citron-truc 394 on 12 Apr 2024 at 12:47:56

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Re: How to create a condition for escalate.

Hello,

I hope you are doing well. Why not try something like
- initialize a global variable called "last_chance".
- If the user asks to talk to an agent, set the variable "last_chance" to True and send a message asking "could you please try one last time ?"
- If the chatbot cannot find a user answer and last_chance is true then you redirect him to an agent.

You'll probably need a way to reset last_chance to False if the chatbot manages to find the correct answer.

Hope it helps.
Have a great day !