Fallback messages are messages that occur whenever the chatbot does not understand the input it is receiving from the end user. So, instead of nothing happening, or a weird response showing up when the chatbot doesn’t understand the input, it will let the end user know and redirect.
The chatbot may provide a couple of options for how it can help the end user, or it can redirect to customer support, allowing someone from your team to take over. The most important part here is to let the end user know what has happened and try to get them back on track in the communication flow.
Below, we'll explore:
- How to create a Fallback Module
- How to connect a Fallback Module to other Modules
- Setting a Default Fallback
How to create a Fallback Module
If you want to establish a fallback message, you have to create a Statement Module, which you can do by either right-clicking your mouse or using the right sidebar menu. The Module should be created like any other Module, but the focus of this Module's message should be for the case of when the chatbot doesn't understand the end user input.
Below is an example of how a fallback situation might be handled:
How to connect a Fallback Module to other Modules
Once the Module is created, it then needs to be connected to other Modules. Usually, you do this by creating connections in the Module with specific conditions. The Fallback Module is different.
In the various Modules around your communication Flow, you will have to add the Fallback Module to their connections. Open a Module's Connections tab. At the bottom, there is a dashed dividing line that reads "If no connection matches, then..."
Underneath this line, you'll see the label "Fallback," then another below that says "Go to". To the right, you can click where it says "Select module" to open a dropdown list.
This list provides an overview of all the different Modules of your chatbot. Now you just have to find your desired Fallback Module, select it, and save your changes.
Setting a Default Fallback
You can also establish a Default Fallback, which allows you to define a specific fallback message for your entire chatbot. This can be done in Bot Settings.