You can set the bot to escalate automatically when the bot doesn’t understand the user several number of times. You can set that number in the Settings dashboard.
Steps to configure fallback and auto escalation:
- Navigate to the Editor on the side tab.
- In the search box, key in “Fallback” to search.
- Click on the checkbox to enable “Fallback”
- “Retry limit” is the number of times the bot detects a fallback message before it escalates.
“Retry Limit” refers to the number of consecutive fallbacks and not the total number of fallbacks in the chat.