In the expected flow, we are using our own custom-developed AI Agent, so there shouldn’t be any conversations falling into the “Basic response” mode.
However, we are still occasionally seeing tickets that unexpectedly enter the "Basic response" mode.
Error scenario:
Could you please help confirm why tickets occasionally show the abnormal "Basic response" mode? Thank you.
Hi Una!
It's difficult to say what could cause this, so we'd need to do some troubleshooting to get to the root of the problem. I would recommend reaching out to our Advocacy team to start so that they can review your specific setup and gather troubleshooting details from you.
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