The Confused Salesforce Einstein BOT dialog helps to address customers requests that are out of scope for the Einstein BOT. The Einstein BOT uses the messages displayed in this Confused dialog, combined with intent training, to respond whenever it’s unable to resolve a customer’s request using the Einstein BOT.

The Salesforce Einstein BOT Confused Dialog doesn’t recognize actions listed within the Next Step section because the Salesforce Einstein BOT Confused Dialog is always called from within another Salesforce Einstein BOT dialog. So, it will display the actions used in the Next Step section from the dialog from which it was redirected to the Confused dialog.

Reference Link:

https://help.salesforce.com/s/articleView?id=sf.bots_service_system_bot_dialog.htm&type=5

Sample Confused Dialog:

Output: