Sometimes the Bots might send messages such as “Skip number …” which might not be set in bot flow when the user enters a wrong value for that field. This is because of the Named Entity Recognition(NER) that kicks in which classifies the entry. It is inbuilt in Freshchat. If the user reply is not valid, it automatically moves out of the bot flow that you set and assigns it to an Agent.
Modified on: Wed, 2 Jan, 2019 at 5:48 PM
To read about this feature on Freshdesk Mint, refer to this article instead
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