Understanding Classification

When an End User sends a message to a Virtual Assistant:

1. The VA checks if the End User's message matches any User Response Nodes on the Message Node that was the last run. If it does, the VA will follow along the User Response Node path.
   
2. The VA checks if the End User's message matches any Flows that start with a Mapped Intent or Triggering Phrases. If it does, the VA will pause the current Flow, run the matched Flow, and then run the Resume Conversation flow.
   
   
3. The VA checks if the End User's message matches any Questions in the list of Q&A pairs.
   
4. The VA checks if the End User's message matches any Knowledge Articles linked to the VA. If it does, the VA displays it, and then the Post Article Delivery flow is run.
5. At this point, the VA has reached Fallback Handling. To learn more about Fallback Handling, click here.