The fallback interaction is triggered when your chatbot doesn’t recognize the user’s message. You can use it to ask the user to reword their question, show answers they can choose from, or transfer them to a human agent when integrated with LiveChat. Fallback can help your chatbot sustain a conversation when a misunderstanding happens.

We can distinguish two types of Fallback called default and contextual.

If you are building your chatbot using AI features, the default fallback will be triggered only if none of the other available knowledge sources can be used. Before that, the bot will try to provide an AI-based response using AI Assist.

If you are building your chatbot using AI features, the default fallback will be triggered only if none of the other available knowledge sources can be used. Before that, the bot will try to provide an AI-based response using AI Assist.

Default fallback

Default fallback lets you display a general bot’s message or trigger an action anytime your chatbot can’t match the user query with any chatbot response. We’ve added a default fallback interaction to every chatbot. It consists of a Fallback block and a Bot response. In ChatBot, the Fallback block functions as a trigger point that can’t be edited. To set the fallback interaction, you need to add a Bot response or an action after the Fallback block.

You can edit the default fallback interaction the way you want.

Contextual fallback

Sometimes a general fallback message might not be sufficient. Then, you can add contextual fallback for each chatbot flow path. This block lets you display a dedicated bot’s message or action. This way, you can deliver a more personalized chatbot experience.

The contextual fallback block is available in the actions and interactions menu.

Contextual fallback is triggered only for a single path that includes User input. Paths that don’t have a contextual fallback interaction will be directed to the default fallback interaction.

Contextual fallback is triggered only for a single path that includes User input. Paths that don’t have a contextual fallback interaction will be directed to the default fallback interaction.

How to set up contextual fallback

1. Drag the Fallback block from the actions and interaction menu and drop it in a chosen place in your chatbot.

   

2. Add a Bot response block after the added Fallback block.

   

3. Click on the Bot response block to open the edit window. Choose the type of message you want to display to users when the bot doesn’t recognize a user’s message at this point of the chatbot flow.

   

4. Click Save & close.

You can turn the fallback interaction off by removing blocks that follow the Fallback block. However, we recommend setting the fallback interaction because it supports the conversation and boosts your chatbot engagement.

You can turn the fallback interaction off by removing blocks that follow the Fallback block. However, we recommend setting the fallback interaction because it supports the conversation and boosts your chatbot engagement.

Read more

• Add AI Knowledge to your chatbot

• Improve your bot with the FAQ Module