Summary
A fallback message in WATI ensures smooth chatbot interactions by guiding users when they provide unexpected responses. This feature is activated when a chatbot uses specific nodes such as Question, Buttons, List, or Template nodes with predefined responses. If a user replies with an invalid option, the fallback message prompts them to respond correctly within a set number of attempts before the chatbot session ends. This article explains how to set up a fallback message and how it functions in chatbot interactions.
Instructions
What is a Fallback Message?
A fallback message is triggered when a user does not select a valid response to chatbot prompts. It allows users a limited number of retries before the chatbot session is terminated. This feature applies to the following chatbot nodes:
Question Node (if predefined answers exist)
Buttons Node
List Node
Template Node (if multiple buttons are present) If the user provides an unrecognized response, the fallback message appears, prompting them to try again. If they fail to respond correctly within the set number of attempts, the chatbot session stops and requires manual intervention.
How to Set Up a Fallback Message
Follow these steps to configure a fallback message in WATI:
Go to Automations: Navigate to the Automation section in WATI.
Select Chatbots: In the left-hand menu, click on Chatbots.
Click "Fallback Message": Locate and click the Fallback Message button.
Customize the Message: In the displayed window, enter the fallback message text that users will see when they provide an invalid response.
Set the Number of Tries: Define the number of times the fallback message will be shown before the chatbot session ends.
Save Settings: Click Save to apply the changes.
How Does the Fallback Message Work?
A user interacts with a chatbot and reaches a node that expects a specific response.
If the user provides an invalid response, the chatbot sends the fallback message and re-displays the expected input options.
The user has multiple attempts (as configured) to select a correct response.
If the user finally selects a valid option, the chatbot resumes.
If the user fails to respond correctly after the maximum attempts, the chatbot session ends, requiring manual intervention. Example Scenario:
A chatbot presents a List Node with three response options.
The user enters an unlisted response.
The chatbot displays the fallback message and shows the list of options again.
The user selects the correct option and the chatbot proceeds.
If the user repeatedly enters invalid responses, the chatbot stops after the final fallback attempt.
Conclusion
A fallback message ensures users stay on track during chatbot interactions. By guiding them when incorrect responses are entered, this feature enhances chatbot reliability and prevents session failures. Proper configuration helps maintain a seamless automated conversation while allowing manual intervention when necessary.
Frequently Asked Questions (FAQs)
General Questions
What is a fallback message in WATI? → A fallback message is an automated response triggered when a user provides an invalid answer to a chatbot prompt. It helps guide users to respond correctly within a set number of attempts before the chatbot session ends.
Why is a fallback message important? → It ensures that chatbot interactions remain smooth and structured by prompting users to choose valid options. This prevents conversations from getting stuck or abandoned due to unexpected responses.
Which chatbot nodes support fallback messages? → Fallback messages apply to the following chatbot nodes:
Question Node (when predefined answers exist)
Buttons Node
List Node
Template Node (if multiple buttons are present)
Configuration and Setup
How can I set up a fallback message in WATI? → Follow these steps:
Go to Automations in WATI.
Click on Chatbots from the left-hand menu.
Select Fallback Message.
Enter the message that users will see when they provide an invalid response.
Set the number of retry attempts.
Click Save to apply the settings.
Can I customize the fallback message? → Yes, you can edit the message content to match your chatbot’s tone and communication style.
How many times can the fallback message be sent? → You can configure the number of retry attempts before the chatbot session ends. Once the limit is reached, the chatbot stops, and manual intervention may be required.
Functionality and Behavior
What happens if a user repeatedly provides invalid responses? → If the user continues to provide incorrect responses beyond the configured retry limit, the chatbot session will end, and manual intervention may be necessary to restart the conversation.
Can a chatbot resume after a fallback message is triggered? → Yes, if the user selects a valid response within the allowed attempts, the chatbot will continue the conversation as intended.
Will the chatbot automatically restart if the session ends due to fallback message limits? → No, if the session ends due to too many invalid responses, the chatbot must be restarted manually by an operator or triggered by the user through a keyword.