[Question]
Is there a way to make the feature of Fallback Message / Handover for Desk Bot optional?
If our desk bot didn’t answer (for any reason), we don’t want to show any fallback/handover, we don’t want the bot to get unassigned, and we don’t want the ticket to get re-assigned to someone else.
Essentially, looking for a way to turn this feautre Off.
Another option is for the bot to only acknowledge the message (Send a response with the webhook event id), but don’t send an actual message to the channel.
Thanks.
I believe the scenario here the bot is offline/unresponsive, and Desk will automatically fall through to an agent on the assigned team. And you don’t want that to happen.
There is no specific setting for this. You could have the bot on a team with no agents, and have your handover code specify the team(group) you want it routed to when you want to handoff to an agent.
In the case where the bot is non-functional, it relies on the settings in Settings > Bots > [botname] > Fallback message. You could set the attempts to 5 (the max), and the timeout to 5 minutes.
That may be as close as you can get to what you are looking for.
