There are two types of misunderstanding of the bot

  1. Contact sent an email and bot did not understand - an email will be sent to users with a Manager role (specific Managers if specified in a sequence otherwise to all Managers). A task will be created in this case.

  2. Rep (Manager or Assigned Rep) responded to the virtual assistant and the bot did not understand - Exceed will respond back to the rep indicating it did not understand. Exceed does not create a task in this case.

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