Whenever the system receives a trigger it cannot match, it falls back to using the Unknown trigger.
Our NLP engine learns based on the examples you provide for each intent. If there are specific queries the NLP should not match, you can add these as examples to the Unknown intent. This is especially useful in more delicate customer support scenarios.
You can place Unknown triggers within the context of a flow. That way you can easily differentiate the reply actions based on the context of a flow.
Note that the Unknown trigger is also used when a user shares an image and you do not have a flow handling this situation.
Updated 4 months ago