Fallback Message

To display a response message when the bot doesn't understand the intent of the customer's question (usually this response message appears because the FAQ knowledge is not yet available on the bot which results in the bot not understanding customer questions).

Select the bot and click on the 'Fallback Message' icon (). Then, you will see a pop-up of the fallback message. Enter the message the bot will say, select a language, and choose the type of fallback message. There are three classifier types of fallback messages in the default category: complaint, inquiry, and request.

Fallback Message

However, you may also specify the fallback message for each category tag identified on your customer service dashboard. For example, if you select tweet virality, you can set messages that will appear for all classifiers included in that category if fallback occurs, as shown below.

Fallback Message Using Tag Category