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Loop in custom topic

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Posted on by SS-01071009-0

Hello everyone,

I have set up the below custom topic which my custom copilot the purpose if which is to trigger on each user query. The workflow it should follow is the below:

- Receives user query

- Sets global Counter variable

- Adds +1 to Counter variable

- Generate response

- Asks if query has been resolved

- Acts upon user response (Yes/No)

- Yes condition (redirect to "End Conversation" system topic

- No condition (asks the user to re-phrase their query and redirects to the same topic), checks if Counter value is larger than 1, if larger escalates.

The issue I am having is that, every time when the copilot gives response to the user query and asks "Did that answer your question?", and the user marks either YES/NO the topic does not go through but instead goes back to Generative answers node - Please see below for better understanding.

Any ideas how I can resolve this please? Or improve my workflow?

That will be greatly appreciated!

Thanks,

Sasho

Categories:

Topic creation & management

workflow pt1.png

workflow pt2.png

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SS-01071009-0 34 on at

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Loop in custom topic

Looks like I didn't think this through. At the moment the counter keeps adding on top of its value each time the topic is triggered. I'd need to reset the value at some stage during the workflow. However, this doesn't affect the above issue.

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SS-01071009-0 34 on at

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Loop in custom topic

Feel kind of silly to answer on my own post but this is for the purpose of helping out others who might face the same issue.

It seems like the loop I am experiencing is caused by the trigger - Message received.

When the user sends a message, the topic always triggers which is fine. But when the copilot asks the question "Did that answer your question?" and the user selects either YES/NO, the topic starts all over again due to the message received trigger.

I have tried another trigger - "Triggered by agent", giving instructions like "This topic is must be triggered when user starts a conversation" etc. But the copilot does not pick the topic. So, I do not have a solution at the moment unfortunately.

Any advises would be helpful.

Thanks,

Sasho

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