metropolitan-bronze•17mo ago
Adjust fallback flow after default fallback message.
Hi all! I am building an AI chatbot for an IT company, which they want to use for internal purposes. For example, when employees have questions regarding the personnel regulations. For this, I have created multiple intents such as 'Leave', 'Car Leasing' etc. Questions get detected nicely, linking to the correct intent.
However, when someone asks a question from which the answer is not in the KB, it comes back with a default fallback message (Sorry, I don't know the answer to this question). Instead of doing this, I want the user to link to a fallback flow I created, allowing the user to follow a default flow. So my question is: Is there a possibility to link a fallback to a block?
I have tried to look into the assistant settings, but no luck so far.
2 Replies
Yes, there is a way to link a fallback to a block in Voiceflow. This can be achieved by using the 'No Match' path in the 'Choice' step or the 'Capture' step.
In the 'Choice' step, when the user's input doesn't match any of the available intents, the assistant will follow the 'No Match' path. You can link this 'No Match' path to any block you want, including your fallback flow.
Similarly, in the 'Capture' step, if the user's input doesn't match the entity you're trying to capture, the assistant will follow the 'No Match' path. Again, you can link this path to your fallback flow.
Here's how you can do it:
1. Go to the 'Choice' or 'Capture' step where you want to set up the fallback.
2. In the 'No Match' section, you'll see a path labeled 'No Match'.
3. Click on the circle at the end of the 'No Match' path and drag it to the block where your fallback flow begins.
Remember, the 'No Match' path will only be followed if the user's input doesn't match any of the available intents in the 'Choice' step or the entity in the 'Capture' step. So, it serves as a fallback when the assistant doesn't know how to handle the user's input.
I hope this helps! Let me know if you have any other questions.
metropolitan-bronzeOP•17mo ago
Thanks, but not exactly. This only works when a user is already in a flow where it is asked for a question, or when a 'Capture' block is available. But I want to guide to a block when a person asks a question in a random situation. For example, when a choice is given, but instead of clicking a button, the user asks a question. When this question does not get recognized and linked to an intent, I want it to go to a default block. So IF Global No Match = YES -> Go To Block 'No Match'.
SOLVED. Adding the No Match field solved it.