Ever been there? You know what question you want to ask to a chatbot, but it is not trained to understand it, so instead telling you, it doesn’t know the answer, it’s just constantly asking you to rephrase the question?
Well, Power Virtual Agents used to be one of them. If user was asking a question that the PVA was not configured to answer (there was no topic with trigger phrases matching user’s question), bot was asking twice user to rephrase their question, so in the end user had to type that question three times, before bot actually told them, that it is not capable of answering it so it will hand it over to a human agent.
Of course, if the human agent integration was configured 😉
With the rollout of the 2020 Wave 1 updates, PVA is getting equipped with a new feature, that is called a system fallback. Learn from the video linked below how to use it: