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Call fallback

Use the Call a fallback action to handle cases when the AI agent can’t interpret the user’s input or find a match in workflows or the knowledge base.

Instead of ending the conversation abruptly or leaving the user without direction, the fallback action provides a predefined response to keep the conversation moving.

A fallback action is a predefined message or flow that the AI agent uses when it’s unable to handle a user input effectively. It is triggered in scenarios where the agent:

  • Cannot understand or interpret the user’s input.
  • Fails to retrieve a relevant response from the Knowledge Base or backend systems.

Examples

  • Chat support bot: If the user asks something unrelated like "Tell me a joke" while booking a flight, the fallback could say, "I’m here to help with travel bookings. Would you like to check flights or cancel a ticket?".
  • E-commerce assistant: If the user types random characters, the fallback can guide them with suggestions like "Please select a product category to begin".

How It Works?​

When the Call a fallback action is triggered, the AI agent:

  1. Checks for a configured fallback message or flow.
  2. Sends the fallback response to the user.
  3. Optionally, redirects the user to a menu, restarts the journey, or escalates the conversation to human support.

This ensures that the user receives a meaningful next step even when the AI agent doesn't have a clear answer.

Add a fallback in prompt​

  1. Go to Agents > Prompts > Go to fallback.

  2. Select the fallback flow that you have configured.