To prompt additional questions before escalating to a live agent, which topic should be configured?

Configuring the fallback topic is essential when you want to prompt additional questions before escalating to a live agent. The fallback topic is designed to handle user inquiries when the bot does not understand the input or when no specific topic matches the user’s request. By setting up this topic, you can create a mechanism where the bot asks further clarifying questions, which can help gather necessary information from the user before deciding whether to escalate the issue to a human representative.

In contrast, the escalate topic is specifically designed for situations where the conversation should be handed over to a live agent immediately, without the need for any preliminary questions. Routing topics serve to direct conversations to specific areas or subjects but do not inherently include functionality to ask follow-up questions. Entities, on the other hand, are used to extract specific information from user inputs but do not manage conversational flows or escalation processes directly. Thus, the fallback topic provides the required capability to improve understanding and gather additional context prior to escalation.