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Instead of redirecting to escalation topic can fallback topic be redirected to instead?
If you switch to the Systems tab when looking at Topics in the Preview editor you will find a System Fallback topic has been included and is fully editable. You can change it to do what your current chatbot does.
My current chatbot redirects to the escallation topic after 2 reprompts. The new pva allows you to configure the number of reprompts, but it still redirects to the escallation topic and cannot be configured to redirect to the fallback topic.
You have to edit both the System Fallback topic and the escalate Topic. Its the Fallback topic that sends you to the escalate topic after three tries. If you remove that redirect and redirect to some other topic then the only way it will go to escalate is if you type in one of the topics for escalate. For example, this fallback sends you back to the start of the conversation on the 4th unrecognized topic, not the escalate
I added a Question Choice node (yes or no). Configured the behavior to don't reprompt. Removed the Escalate redirect from the Fallback topic. When I don't select yes or no and instead I type in something else, the escalate topic is still being redirected to.
That seems to be a problem with how you are processing the Yes/No question rather than a fallback issue. Fallback occurs when the system can't match what is typed to a topic. But in your case its not being looked at as a topic. Its an invalid response to a question. Are you doing the Yes/No question as a Choice? or just an open ended question? When I do it as a choice and you type anything else in it re-asks the question.
Hi @R1449A,
In the question properties, you can customize what happens if the user doesn't provide an expected answer.
The default behavior is to go to the Escalate topic.
These options are documented here: Ask a question - Power Virtual Agents | Microsoft Learn
You can also choose to fully disable the Escalate topic:
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