genetic-orange•2y ago
Knowledge base Fallback- How to get back on the main flow?
Hey guys, I have a General question that I can't seem to find a good answer to.. When I use AI intents, and the bot can't figure out the answer from the given intents, but it CAN come up with an answer through it's knowledge base, it will give an answer, but at this point, we come off from the main flow.. Is there a way to get back on the main flow, after the bot gave an answer from it's knowledge base?
2 Replies
To navigate back to the main flow after your bot has provided an answer from its Knowledge Base, you can utilize a combination of intents and choice steps. Here's a simplified approach:
- Intents: Design intents to trigger specific topics within your assistant. For example, if a user's query leads them off the main flow, you can have an intent that, when triggered, brings them back to a specific point in the main flow.
- Choice Steps: Use choice steps to offer users options after receiving a Knowledge Base answer. These choices can include options that lead back to the main flow or to other relevant parts of the conversation.
This method allows you to maintain a structured conversation flow, even when users' queries are answered via the Knowledge Base. By thoughtfully designing intents and choice steps, you can guide users back to the main flow seamlessly.
For more detailed guidance on managing intents and utilizing choice steps, you might find these resources helpful:
- Managing Intents and Utterances within the Assistant
- Creating a Choice Step
genetic-orangeOP•2y ago
Thank you for the quick answer, but how to I trigger the flow to get to the Choice steps that I want the customer to see after a KB answer? I guess I should prompt something like "After a knowledge base answer give these options" But where do I give the instructions?