Now, I've seen this asked previously but none of the results seem to have a satisfactory answer.
We are not providing a service where the user can be escalated to a live human from our bot. How can we stop the system topic 'Escalate' from being triggered manually by the user?
I realise we can modify the content of the escalate topic to tell the user something, although we cannot alter the trigger phrases. However, this isn't really a solution as we just simply want to stop the escalate topic from being able to be triggered in the first place.
Thanks.
We hear your feedback and plan to address this in a future update.
Thanks for the response. We will alter the content of the escalate topic as a workaround. However, it is a shame that this is one of a few examples of a lack of control within PVA. We like it and are using it, but there are various aspects that seem a little prescribed by Microsoft rather than allowing users/developers the ability to choose the own course of action. There are many different scenarios, so this lack of control is sometimes frustrating.
Thanks again though and I appreciate the response.
A workaround is just sending the escalation request to another topic. You SHOULD handle such requests (in fact this is becoming law in some areas), but you can write a custom message like "sorry I can only answer x questions" and send it back to the main menu, or another topic.