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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!

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  • Monkeyman Profile Picture
    Monkeyman 325 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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