We’re trying to implement a default fallback action that asks users to confirm a human handoff, but so far I can’t figure out how to correctly implement this. We don’t want to ‘cold connect’ users to a human assistant without their confirmation.
We already have stories in place that do this if the user indicates they are lost in the conversation themselves (“I don’t know”, “I’m not sure”, “you don’t understand me”, etc) or they request a human assistant themselves (“can I speak to a human?”). However, we also want the default fallback to do this. How do we hook the
default_fallback_action into the existing handoff story flow?