Hi, I'm trying to edit the standard flow for the virtual agent but it will only allow me to change the message, whereas I'd like to edit the steps. Example:
This is the standard flow for a confirmation question:
If the customer responds No to the Confirmation question, the virtual agent will ask them to rephrase their message. If needed, it’ll ask the customer to rephrase twice, but will start the escalate standard flow instead of asking the customer to rephrase a third time.
I want to edit that to this:
If the customer responds No to the Confirmation question, the virtual agent will ask them to rephrase their message OR START THE ESCALATE STANDARD FLOW (TALK TO A HUMAN).
I can't seem to find a way of editing this. Is it at all possible?
