Agents not answering the user
Hey there, we have a chatbot connected to WhatsApp using Flowbridge.
We have been seeing a weird behaviour where a user starts a new session saying "hi" or "hola" and only the intent detection gets triggered, but no agent kicks in.
After the start step, we have the utterance step, a few functions to load context and an if/else block to route the users to one of two agents depending on a segmentation variable.
The users come back after a few days of inactivity, say hello, and only the intent detection gets triggered, not the function calls or any agent. The intents resolve to None, and the conversation ends there.
What could be the problem?
Thanks a lot in advance
2 Replies
It sounds like the session isn’t initializing properly after a period of inactivity. When users return, the agent may not be loading the context or running the function blocks, so the conversation can’t route correctly. This usually happens if the session state expires or if the start step isn’t triggered for returning users. One approach is to ensure that each new session whether from a new or returning user runs the initialization functions and context loading before intent detection or routing. I’ve helped clients resolve similar issues by explicitly resetting or reloading session context at the start of every interaction.
@MarcosDelSer
Thanks a lot Abayomi. That makes a lot of sense. However, our chatbot is not deployed as a webchat or widget, but through WhatsApp and completely managed by VoiceFlow platform.
How can I ensure that any code that I place in my flow will be executed if right now is not the case?
Or are you proposing to detect via API when sessions end and then reset or reload their session context before the users come back?
Also, how do you reload session context? wasn't able to find it on the Documentation.
FYI: this behaviour has only happened to returning users