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How to create a condition for escalate.

Posted on by 2

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.

  • citron-truc Profile Picture
    citron-truc 395 on at
    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 !

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