I have an intent "Reprompt" in my agent with event value as "actions_intent_NO_INPUT" and Action value as no.input but still my agent triggers "Default Fall back intent" in case of no user input. I need help to understand how to have my agent identified no user input and fired "Reprompt" intent instead of "Default Fall back intent". Please note that I am building it for call center not for Google Assistant and currently testing it on a landline telephone set. Is this happening because dialogflow can't recognize no.input on mobile phones and landlines?
1 Answers
Is your "Reprompt" in a 'Catch Node'? We use a Catch Node to catch things like "repeat", "silence" and low confidence checks. If the customer asks for a repeat or hits silence (based on time count with no input) we increase a counter by +1 then repeat the initial phrase/question. If silence again we increase the counter by +1 again. On the 3rd try, we bounce them to an agent. It should not matter if you are testing from a landline or mobile device.
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