Hello all,
I was hoping to get some advice / learning on how other developers here have handled fallbacks.
Our situation:
- We have a general fallback topic which provides a live agent option + create incident
- We have dedicated topics for hardware, software, etc.
What we want:
- If a user is stuck in a dedicated topic, it should provide a fallback option
- We were thinking of using a static choice input where users can choose for "Something else" which then calls the fallback topic block
Some questions:
1. Does anybody here do something similar or do you all only work with the general fallback topic?
2. What do you do in situations where a user is in a topic and there is no relevant suboption in that topic?
3. For those with a fallback within every topic, how are you passing information from the parent topic to the fallback topic block? (so that record producers can dynamically update incident fields depending on the topic)
Thanks in advance!
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