Feature Request Summary:
1. Ability to create a custom flow and designate it as the "Start Over Fallback."
2. A setting to customize how many times a customer has to select the "Start Over" option before they are instead dropped into the "Start Over Fallback."
3. A setting to customize how many times a customer can encounter "Sorry, I didn't get that, please try rephrasing your question" from the bot before they are dropped into the "Start Over Fallback."
This would allow admins to decide when a customer should get sent straight to an agent (or directed to submit a ticket, etc), when the bot flows are failing to adequately assist the customer.
I would designate the "Talk to a human" flow as our Start Over Fallback, to ensure that customers are never caught in an endless loop due to poor communication with the bot.
Business impact of limitation or missing feature:
Customers who either don't realize they're talking to a bot or who struggle to keep their questions concise have to "Start Over" multiple times. These customers inevitably become frustrated or angry. It's critical to good service that we limit that frustration as much as possible.
Edited to add that this is also necessary for when the bot can't understand the customer's question and asks them to re-phrase.
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