Agent Exception Subflow

Create a dedicated sub-flow to handle situations not foreseen in the main flow, ensuring that the agent responds in a safe, coherent and controlled manner whenever an unmapped scenario occurs.

Scope

• Automatic triggering of the subflow when the agent:

  • does not identify intent

  • receives information outside the expected pattern

  • does not find a valid path within the flow

  • faces inconsistencies or incomplete data

• Configurable standard responses (fallback).

• Clear request for additional data to resume the flow.

• Recording of the event for later analysis and adjustment of the main flow.

• Return to the original flow after correcting the information or direction.

Objective

Ensure continuity and stability in the user experience, avoiding crashes or incoherent responses whenever there is a case not mapped in the main flow.