Handover and fallback

Flow.ai allows you to create multiple fallback scenarios for when the AI engine fails to understand or handle a message

The Unknown Trigger

For creating fallback scenarios we provide a special trigger called Unknown. Whenever the system receives a trigger it cannot match it will search for an Unknown trigger.

Handing over to humans

If you want to hand over a conversation to a human agent, you can do this by using the takeover action in cloud code.

Auto Pause

When a human operator sends a message using the Chat app the AI engine is paused automatically. You can set the number of minutes before the bot is activated again using the Brains app.

The AI engine also automatically pauses when there a messages being sent by moderators on Channels like Facebook Messenger. For example: when an employee uses the Facebook for business app to send replies.

Example Scenarios

Standalone AI Assistants

  • Add a new flow
  • Start with the trigger Unknown
  • Add a Text reply with the message: Sorry I don't know about that yet

Customer service

takover

  • Add a new flow
  • Start with the trigger Unknown
  • Add a Text reply with the message: Thank you, one of our service operators will be here shortly
  • Drag and drop an action with Takeover
  • Drag and drop an action with Pause bot

Customer service, double tap

Takeover2

  • Add a flow
  • Start with the trigger Unknown
  • Add a Text reply with the message: Could you please rephrase the question
  • Add another the Unknown trigger below the reply message
  • Add a Text reply with the message: Thank you, one of our service operators will be here shortly
  • Drag and drop an action with Takeover
  • Drag and drop an action with Pause bot