Unknown flow

dialog unknown

The unknown flow is triggered whenever your voice agent receives a message for which it cannot find a corresponding user intent (answer, flow or dialog trigger). In that case the message is literally "unknown" and therefore this flow is executed.

You can do anything you like in this flow, but out of the box it is normally configured to help escalating to a human operator.

Before escalating to a human this flow is configured with two prior actions that are relevant to describe:

1. Triage

Knowing the topic of the conversation helps not only to understand roughly what the conversation is about, it also helps escalating to the right operator.

Out of the box your voice agent is configured with only two relevant topics (sales and service) and one "catch all" topic (general). When the topic was already established in the conversation it will skip this question due to the condition when not sales, service.

The action we use for this question is the Ask Topic action.

2. Dial

Now that we know with which department the caller would like to get in touch with, we want to find the right operator to hand this conversation over to. Therefore we configured the Dial action.

We don't want to call an operator if we are closed. Therefore we configured a condition for this action: when opened.

3. Fallback

When there is no operator available, we are closed, or when no operator has responded, we will explain this fact to the caller and manage their expectations:

• We are closed

• The call is not being picked up at the department

• And how we will get back to them (in this case by phone through invoking the flow_message)

The voice agent will move onto the Message flow.