Issue Summary

Currently, the Virtual Agent may struggle to handle open-ended or vague user messages—such as greetings (“Hi”, “Hello”, “Bonjour”) or non-specific inputs—which can lead to a disjointed or confusing experience for end users. In real-world scenarios, customers don't always initiate conversations with structured, intent-specific queries. Instead, they often begin with greetings or general expressions.

This feature request is to improve the Virtual Agent’s ability to:

• Recognize common greeting or vague starter phrases.
• Respond more naturally and intuitively to such inputs, rather than defaulting to vague query prompts or fallback behaviors.
• Maintain a fluid and engaging conversation flow that guides the user toward their goal without creating confusion.

Steps to Reproduce

1. Log in to the customer portal where Virtual Agent is configured.
2. In the chat widget, initiate a conversation by typing a generic greeting such as:
   • “Hi”
   • “Hello”
   • “Bonjour”
3. Observe the Virtual Agent’s response:
   • The bot does not match any intent (as greetings are typically not part of training phrases).
   • It may trigger a vague query prompt asking the user to provide more information.
4. Now, enter a valid intent-based query (e.g., "I need help with my EDI feed").
5. Observe the response again:
   • The bot attempts to match the intent but may fallback to an AI answer.
   • If the AI answer fails (e.g., due to lack of relevant knowledge base content), the flow becomes inconsistent or unclear for the user.

Expected Results

• The Virtual Agent should recognize common greetings and respond with a friendly prompt or guide the user gently toward providing more specific information.
• The experience should feel smooth and intuitive, helping users transition from a vague start to a more structured interaction.

Workaround

To ensure a smoother and more effective interaction with the Virtual Agent, users should be encouraged to:

• Start conversations with specific, intent-related queries rather than general greetings (e.g., "I need help with my EDI feed" instead of "Bonjour").

• Avoid vague or open-ended inputs at the start of the conversation, as these may not trigger intent matching and could lead to fallback messages or vague query prompts.