The Context Switch node enables the user to get out of context to jump to another intent while being prompted to fill a specific parameter. This means that the user can switch to the intents of the Context Switch node during the conversation. Imagine this node as a classification node without the entry point - accessible at any point during the flow.
Please note the following:-
- the context switch node can only be used once in a flow.
- If in a collect input node the parameter collected is listed as a sys.any entity type, then chances are that the input will not be passed to the context switch. In these cases better to use classification node with the required intent.
The user is being prompted to give their order number to help track their package in a Collect Input node with sys.serialnumber as the attached entity.
Let's say, the user doesn't want to fill in this detail, but rather be transferred to a virtual assistant. Instead of giving the order number, the user can say "I want to speak to an agent" and they are being transferred accordingly.
Context switch is great to include important intents that you know your users may randomly pick up in the middle of the conversation. This includes things like agent requests and going back to the main menu. The context switch node helps you recognise when your user has said something like “main menu” and routes it back to where you want it to connect in the flow. Best practice is to let the user know that they have picked this flow and then lead them to it.