Handling end user inputs that cannot be classified
When a natural language input cannot be classified into an existing category, it is assigned to the I DON'T KNOW
IDKcategory. Like other categories, you can pre-determine what the response to an
IDKclassified input will be per flow. If a response is not pre-determined for the flow, the default
IDKresponse behavior will depend on how the flow was created.
Flows that are created using a custom definition of steps will repeat the last turn prior to the typed message.
Flows that are created by duplicating another flow will inherit the
IDKbehavior of the original flow.
Flows that are created from a template will inherit
IDKbehavior based on the type of template that was selected.
For templates that include a live chat transfer, the default
IDKbehavior is to transfer the end user to a live chat. For templates that do not include a live chat transfer, the default
IDKbehavior is to repeat the last turn prior to the typed message.