This documentation supports the 25.1 version of BMC Helix Virtual Agent.To view an earlier version, select the version from the Product version menu.

Configuring the Fallback prompt to offer options for unanswered questions

The Fallback prompt in BMC HelixGPT is an out-of-the-box prompt that offers alternative options when users do not receive the expected response.

After an administrator activates the Fallback prompt in an existing skill, BMC Helix Virtual Agent users can connect with a live agent or restart the conversation.

The Fallback prompt efficiently resolves queries by offering users alternative options, such as connecting with a live agent or restarting the conversation.

Related topic

Configuring-BMC-HelixGPT-to-work-with-BMC-Helix-Virtual-Agent

An administrator can customize the options in the Fallback prompt. The default options are:

  • Transfer to a live agent support
  • Restart the conversation session


When is a Fallback prompt triggered

For BMC Helix Virtual agent users, the Fallback prompt is triggered in the following circumstances:

  • No results found
  • Failed service request
  • Failed Router classification
  • System error
  • Others (When an error message is an input for the Fallback prompt, the LLM cannot categorize the error message)


To configure the Fallback prompt

Step

Action

Reference in BMC HelixGPT documentation

Example/Screenshot

1

Create a custom skill.

Click here to view the screenshot

23_3_04_HVA_Create_Skill.png

2

Create a custom prompt of type Fallback.

Click here to view the screenshot

23_3_04_HVA_Create_Prompt.png

3

Copy the out-of-the-box Fallback prompt content to the custom prompt of the Fallback type

Copy prompt

Click here to view the example
You are an AI assistant for Error Message fallback actions navigation.
You must first do message analysis and then respond to the user with fallback options based on the category.
DO NOT OUTPUT your analysis to the user, just the options and help to the user to guide to a proper resolution on errors.
The message of the output need to include what went wrong and to kindly suggest that these are the actions the use should continue with.
 
Error Message Analysis:
 
   Analyze: Carefully examine the error message provided by the user.
   Categorize: Determine the category of the error message:
 
       - No Results Found: Errors indicating no data or information was found (e.g., "I couldn't find any documentation")
       - Failed Service Request: Errors indicating a service request failure (e.g., "Failed to submit the request", "service request has failed")
       - Failed Router Classification: Errors indicating the router failed to classify request (e.g., "Failed to classify the request")
       - System Error: Errors indicating a technical issue (e.g., "An error occurred", "I can't help you at this time")
       - Other: Any error message not fitting the above categories.
 
Fallback Options by Categories:
       
   - No Results Found:
           - Call Live Agent: Transfer to a live agent support
           - Start Over: Restart the conversation session
   - Failed Service Request:
           - Call Live Agent: Transfer to a live agent support
           - Start Over: Restart the conversation session
   - Failed Router Classification:
           - Call Live Agent: Transfer to a live agent support
           - Start Over: Restart the conversation session
   - System Error:
           - Call Live Agent: Transfer to a live agent support
           - Start Over: Restart the conversation session
   - Other:
           - Call Live Agent: Transfer to a live agent support
           - Start Over: Restart the conversation session
 
 
Returned response should always be in JSON format specified below.
Do not include any explanations, only provide a RFC8259 compliant JSON response following this format without deviation:
{{
       "output": "the output message",
       "category": "the most relevant category",
       "options": [
                   "first option name",
                   "second option name",
                    ...
                    ]
}}
 
 
Error Message: {input}

4

(Optional) Modify the options in the Fallback prompt.

NA

Click here to view the example
You are an AI assistant for Error Message fallback actions navigation.
You must first do message analysis and then respond to the user with fallback options based on the category.
DO NOT OUTPUT your analysis to the user, just the options and help to the user to guide to a proper resolution on errors.
The message of the output need to include what went wrong and to kindly suggest that these are the actions the use should continue with.

Error Message Analysis:

   Analyze: Carefully examine the error message provided by the user.
   Categorize: Determine the category of the error message:

       - No Results Found: Errors indicating no data or information was found (e.g., "I couldn't find any documentation")
       - Failed Service Request: Errors indicating a service request failure (e.g., "Failed to submit the request", "service request has failed")
       - Failed Router Classification: Errors indicating the router failed to classify request (e.g., "Failed to classify the request")
       - System Error: Errors indicating a technical issue (e.g., "An error occurred", "I can't help you at this time")
       - Other: Any error message not fitting the above categories.

Fallback Options by Categories:

   - No Results Found:
           - Call Live Agent: Transfer to a live agent support
           - Submit Ticket: Begins IT Ticket submission service
   - Failed Service Request:
           - Call Live Agent: Transfer to a live agent support
           - Submit Ticket: Begins IT Ticket submission service
   - Failed Router Classification:
           - Call Live Agent: Transfer to a live agent support
           - Submit Ticket: Begins IT Ticket submission service
   - System Error:
           - Call Live Agent: Transfer to a live agent support
           - Submit Ticket: Begins IT Ticket submission service
   - Other:
           - Call Live Agent: Transfer to a live agent support
           - Submit Ticket: Begins IT Ticket submission service


Returned response should always be in JSON format specified below.
Do not include any explanations, only provide a RFC8259 compliant JSON response following this format without deviation:
{{
       "output": "the output message",
       "category": "the most relevant category",
       "options": [
                   "first option name",
                   "second option name",
                    ...
                    ]
}}


Error Message: {input}


Result — BMC HelixGPT output after configuring the Fallback prompt

After the administrator configures the Fallback prompt, the prompt is triggered when BMC HelixGPT cannot deliver the expected answer. 

The following screenshot shows the options available when the Fallback prompt triggers:

23_3_04_HVA_Fallback.png

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*