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      Editing your ChatBot's Fallback Message

      Customize your Fallback Message to seamlessly get conversations back on track when they go awry.

      What is the Fallback Response?

      In every conversation—whether between humans or between humans and ChatBots—there will be times when we simply do not know how to respond.

      When your ChatBot is asked something it hasn’t been trained to handle, it triggers a Fallback Response. This automated message informs the customer that the ChatBot does not understand their request while offering alternative ways to find support.

      When is the Fallback Response Triggered?

      The Fallback Response is activated when:

      • A question is too complex or ambiguous for the ChatBot to interpret.
      • More than one-two questions are asked in a single message.
      • A question is related to a topic that has not been included in the ChatBot Content.
      • There is insufficient content or training phrases in the relevant ChatBot Content.

      Why is the Fallback Response Important?

      A well-crafted Fallback Response ensures:

      • Communicative clarity – It prevents confusion by clearly stating that the ChatBot cannot provide an answer.
      • Seamless support transitions – It directs customers to human support or other resources when needed.
      • Improved user experience – A customised message can maintain a friendly and informative tone, improving customer engagement.

      Default Fallback Response

      By default, the Yonder ChatBot’s Fallback Response reads as:

      ⚡ Thanks for your message, we'll get back to you as soon as we can. You're also welcome to keep messaging and our automated FAQ bot might be able to help. Or you can contact us on the form below.

      Customising the Fallback Response

      You can personalise this message to better fit your brand’s tone and provide more useful information. This can include:

      • Contact details (email, phone number, or support links)
      • Business hours
      • Links to FAQs or help articles
      • A call to action, such as inviting users to rephrase their question

      Fallback Message

      Steps to Edit the Fallback Response

      1. Navigate to Website Widget in the Yonder platform.
      2. Select the Fallback Response tab.
      3. Modify the message as needed to include relevant details.
      4. Save changes to update the ChatBot’s response.

      By optimising the Fallback Message, you can create a smoother experience for your customers and ensure they always know the next steps when the ChatBot cannot assist.

      Frequently Asked Questions

      Can I add multiple Fallback Responses?
      No, but you can modify the single response to include multiple contact options or support pathways.

      What happens if I don’t customise the Fallback Response?
      The system will use the default message, which may not fully align with your brand’s support style.

      Does the Fallback Response prevent customers from chatting further?
       No, customers can continue messaging, and if applicable, the ChatBot’s automated FAQ feature may still assist them.

       

      Have more questions? Contact support@yonderhq.com