Users are using special characters to bypass Virtual Agent

[Lynda1]

I have some user typing one special character in the Virtual Agent and that jumps them to the Live Agent topic (the topic we use to get to live chat.

Anyone know of a trick to prevent this?  I cannot use the NLU with a single special character,  Ideas?

[Luiz Lucena]

Would you have an example? I'd like to reproduce here.

[Lynda1]

Some users type a . in the bot.  Since . is not in the NLU or KB it goes directly to live chat.  During testing today, I typed  "who am I"  since it is not picked up by the NLU or found in the Knowledge Bases, it goes straight to the live chat.  users bypassing the VA is annoying 🙂

[Luiz Lucena · Accepted solution]

Ah, it should do something like this, right?

Not sure how much you customized on your VA, but I can give you a hint where to look for.

Look for your published topic for Fallback it may help you find where to modify to avoid those smart users. 

[Lynda1]

We have the AI Search Fallback that is almost 100% OOB,  But with what you mentioned, I found the blasted issue.  Now have to find the best solution to fix it.  Thank you!!!