Special Flows

The AI Agent Designer allows you to set specific responses triggered by special events in which a AI Agent might reach out. The predefined list of events is known as special flows. You can either set the list of responses via the AI Agent Designer or set the flows to provide customized responses via the Flow Designer.

To provide customized responses for the special flows, you need to add and configure them using the Flow Designer, then in AI Agent Designer > AI Agent Details > Dialogue management section, for the desired special flow, select the flow defined in the Flow Designer.

The table below provides the list of special flows.

Special flow	Description
Welcome flow	The first flow executed at the beginning of each conversation. In the Trigger interval field, specify how often the Welcome flow is triggered in the same conversation. Leave it empty if you want it to trigger only once.
Intent not found	Flow triggered when the AI Agent does not find any match to the user intent.
Authentication flow	Flow triggered when a non-authenticated conversation reaches a flow that requires authentication. It is used to handle the conversation authentication process.
Exception flow	The flow triggered when an error occurs within a conversation flow. It allows authors to handle the error.
Language changed flow	Flow triggered when the conversation language is changed via the webchat drop-down menu. It allows authors to additionally handle this event.
Inactivity cancel conversation flow	Triggered when a conversation remains inactive while the user is inside a flow, at a step awaiting user input (such as a Prompt, Hero Card, or Choice). Allows you to execute custom actions when the conversation is canceled due to inactivity. The timeout is configured using Flow timeout (min).
Inactivity end conversation flow	Triggered when a conversation remains inactive for a specified period, regardless of whether the user is inside a flow or outside any conversational flow (idle mode). Allows you to execute custom actions, such as requesting feedback or refreshing the conversation. The timeout is configured using Conversation timeout (min).
Voice call terminate flow	Flow triggered when a telephony-voice call ends (for AudioCodes and other telephony-based channels only). It is generally used to update call statuses in external CRM or ticketing systems, or to perform different post-call automations.
Knowledge Base response flow	Flow that is triggered when a user intent is predicted against the Knowledge base content, instead of the NLU model; the flow is used to further handle the retrieved KB content (RAG) and then to display it in chat.
Intent rephrase flow	A special flow triggered before the prediction in NLU/KB models, allowing the authors to alter the original user intent (to perform intent rephrasing, or intent PII data cleanup, etc.). When the flow execution ends, the automatic predict operation begins (followed by the trigger of the corresponding identified Flow / Special Flow). You can also trigger the Intent rephrase flow even when the user's input exactly matches an existing intent in the AI Agent’s Knowledge Base by tapping on Trigger Intent Rephrase flow also for exact matches .
Facebook data deletion flow	Flow triggered automatically when Facebook sends a Data Deletion Callback request. It executes user data anonymization to meet Facebook compliance requirements and allows adding custom audit or notification logic.
Social media reactions flow	Flow triggered when a user reacts to a social media story (e.g., Instagram story reactions). If configured, the reaction value (applause, heart, etc.) is passed in [[Intent]].Text for custom handling. If not configured, all story reactions are ignored.

The predefined responses are listed as keys in the Keys table. For each key (response), provide the key in the default and localized key for the additional language(s).

Configuring inactivity special flows

You can configure the Inactivity cancel conversation flow, the Inactivity end conversation flow, or both, depending on how you want the AI Agent to handle user inactivity:

• Inactivity cancel conversation flow. Use this flow to handle inactivity only while the user is inside a flow, at a step awaiting input.

• Inactivity end conversation flow. Use this flow to handle inactivity both inside and outside conversational flows, such as when you want to request feedback or refresh the conversation after a period of inactivity.

This section covers the following topics: