Routing a Message for Manual Handling

On the rare occasion that the Model is wrong in the Intent prediction, the Agent can manually select the right intent. Additionally, the user can choose to route messages internally through their ticketing system in order to send a message to a specific Queue or User.

‌Log into Reviews and select a Queue:

‌Click on Redirect and scroll down to the "Reroute Message" option:

Rerouting the message will send the message along the Fallback Path, which means the data and information that it picked up in the Journey prior to the review gets reversed and cleaned up.

If the Review Step contains useful data in the Supplemental Data fields, you can copy paste it in the manual resolution text box prior to sending it on.