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Calling Actions from Copilot Studio

Change response second time through?

Posted on by 29

My bot starts out by asking the user to select from the two most common issues raised or a third option of "something else." If they choose something else, they then type in what they want to ask. In reviewing logs, I see a bunch of people ask a question and, if the bot can't answer it, they have the option of starting over with the bot or escalating to an agent to resolve. I am amazed how many people opt to start over and then ask the exact same question the exact same way. Is there a way I can detect the second time a user has answered my initial question with "Something else" so I can display advice to REPHRASE their query into something perhaps the bot understands? I have seriously seen logs where people loop four times asking the EXACT same question. I can't sort it out in Automate how to get a counter on that and return the value to PVA though so I can display a different message. Is that possible to do? Thanks!

  • Monkeyman Profile Picture
    Monkeyman 212 on at
    Re: Change response second time through?

    I imagine this is something you would be able to do in Bot Framework Composer

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