Fallback

Daria Zaboj product content specialist
Daria Zabój
3 min read
updated: Apr 4, 2022

This article refers to the new version of ChatBot Visual Builder.

Click here to access the article referring to the old builder.

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.

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.
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.

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

Default fallbackLink icon

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 story. It consists of a Fallback block and Bot response.

fallback interaction

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

fallback message

Contextual fallbackLink icon

Sometimes a general fallback message might not be sufficient. Then, you can add contextual fallback for each Story’s 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

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.

contextual fallback

How to set up contextual fallbackLink icon

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

    fallback

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

    fallback

  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 Story.

    fallback

  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.

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