Fallback Count not incrementing

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Posted on by abon3625

I have a situation where the fallback topic is getting into an endless loop because it is not incrementing the System.FallbackCount variable. I write a message to the bot it doesn't understand and it triggers fallback but the counter stays on 0. However with a different trigger phrase I can get the counter to increment. Without the FallbackCount incrementing, the user is stuck in an endless loop and unable to escalate.

I have tried:

Removing the fallback message variations,
Uninstalling and reinstalling the app in Teams,

What is strange also is the intent recognition behaves differently between the test environment and in Teams. In the browser it matches this request to a topic instead of fallback.

Any ideas?

Fallback not incrementing.png