A Fallback Message helps keep chatbot conversations on track when customers provide an unexpected response. You can configure the message and choose how many times it should be shown before the chatbot ends the session. This guide explains which chatbot nodes support fallback messages, how to configure them, and how they work with Smart Escalation.

A Fallback Message is sent when a customer provides a response that doesn't match the expected options in a chatbot.

The Fallback Message is supported for these chatbot nodes:

When a customer sends an unrecognized response, the chatbot sends the Fallback Message and prompts them to try again. You can choose to allow 1, 2, or 3 attempts before the chatbot session ends.

The Fallback Message is triggered when a customer provides an unexpected response to a chatbot node that has predefined response options.

For example, if a List node shows 3 options and the customer enters a response that isn't one of the listed options:

Smart Escalation checks the customer's reply before the Fallback Message is sent. If the customer asks to speak to an agent or expresses frustration, the chat is assigned to the selected team instead of sending the Fallback Message.

If the customer's reply doesn't indicate a need for human assistance, the configured Fallback Message is sent as usual.

To enable Smart Escalation:

For more information, see how Smart Escalation works in chatbot flows.

A Fallback Message is sent when a customer provides a response that doesn't match the expected options in a chatbot.

Fallback Messages are supported for the Question node when predefined answers are configured, the Buttons node, the List node, and the Template node when multiple buttons are present.

You can choose to show the Fallback Message 1, 2, or 3 times before the chatbot session ends.

When a customer provides an unexpected response, the chatbot sends the configured Fallback Message and shows the expected response options again. The customer can try again. If the customer selects a valid option, the chatbot continues to the next step. If the customer reaches the configured attempt limit without providing a valid response, the chatbot session ends.

Smart Escalation checks the customer's reply before the Fallback Message is sent. If the customer asks to speak to an agent or expresses frustration, the chat is assigned to the selected team instead of sending the Fallback Message. If the reply does not indicate a need for human assistance, the configured Fallback Message is sent as usual.

In the same settings panel as the Fallback Message, turn on Enable smart escalation handling, select the team that should receive escalated chats, and save your changes.