can not find the Phrases area in the topics section & on unknown intent-Trigger

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Posted on by CU01092123-3

I'm trying to find the phrases for the "On unknown intent" -Trigger. As you see I have the "The agent chooses"-Trigger, but I can't find the "On unknown intent" Trigger and also it's phrases. Does somebody know what the problem is?

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Jerry-IN 114 on at

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can not find the Phrases area in the topics section & on unknown intent-Trigger

Hello CU01092123-3 ,

Greetings!

That's an excellent question, and it points to a common point of confusion when working with system topics in Microsoft Copilot Studio. The reason you cannot find a "Phrases" area for the "On unknown intent" trigger is that this special system topic, often called the Fallback topic, is designed not to have any trigger phrases.

Here’s a breakdown of why:

Standard Topics: You create trigger phrases for standard topics to teach the bot what user intents should start that specific conversation path. For example, for a "Store Hours" topic, you might add phrases like "what are your hours?" or "are you open now?".

Fallback Topic ("On unknown intent"): This topic works differently. It is automatically triggered only when the bot cannot match the user's message to any of the trigger phrases in your other topics. It's the "catch-all" for when the bot doesn't understand the request.

Since its entire purpose is to handle unrecognized input, it doesn't have—and doesn't need—its own set of phrases to be triggered.

Instead of adding phrases, you can customize the conversation flow within the Fallback topic. You can configure it to:

Apologize and ask the user to rephrase.

Present a menu of main topics.

Escalate to a live agent.

Use a generative AI answer to search a knowledge base or website.

I hope this clears things up!

Best regards,
Jerald Felix

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