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 either redirect back to a couple of options, that it can help the end user with or redirect to customer support, so someone from your team can 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.
In this article we will cover:
How to create a fallback module
If you want to create a fallback message, you have to create a statement module, which you can do by either right-clicking your mouse or going to the right sidebar menu. The module should be created like any other module. The focus of this module's message should be for the case of when the chatbot doesn't understand the end user input. The above is an example of how to handle a fallback situation.
How to connect a fallback module to other modules
The module is now created and needs to be connected to other modules. Usually, you connect a module by creating connections in the module with conditions. The fallback module is different. In the different modules around your communication flow, you will have to add the fallback module to their connections. Go to the different module's connections. In the bottom of their connections, there is a place called “Fallback module”. If you press it a list with an overview of all the different modules will appear and you just have to find your fallback module and save the changes.