Virtual agent did not understand user's request, asked same questions again and again

[shaa066]

Virtual agent is asking the question "what's your issue or request?" and saying "I am sorry I didn't understand your request" again and again even after user has clearly mentioned the issue, and after 4 5 times asking the same then it directed the chat to Live agent
Usually, after asking the "describe the request or issue" is asks for conformation and then redirects it to live agent but in this case it didn't redirect but it kept asking the  "what's your issue or request?" question

How do I check what has gone wrong, it just happened to one interaction

[GlideFather]

Hi @shaa066 

it seems to be bugged flow in some of your (setup) topics. It's impossible to give you any advice based on this description without seeing your topic flows..

It might be something with the fallback one. You can use deflection patterns to understand at which one it happens (if you have no idea) but it might be serious detective job 😕

[shaa066]

Hello @GlideFather 

can you provide some doc or something which I can look into to get an idea about the deflection patterns.