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 KNOWIDK category. Like other categories, you can pre-determine what the response to an IDK classified input will be per flow. If a response is not pre-determined for the flow, the default IDK response 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 IDK behavior of the original flow.
Flows that are created from a template will inherit IDK behavior based on the type of template that was selected.
For templates that include a live chat transfer, the default IDK behavior is to transfer the end user to a live chat. For templates that do not include a live chat transfer, the default IDK behavior is to repeat the last turn prior to the typed message.