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      Editing your Chatbot's Fallback Response

      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.
      • Multiple complex 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.

      What is the 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."

       

      How to Edit the Fallback Response

      1. Log in to your Yonder dashboard.

      2. Click ChatBot in the main menu.

      3. Select Website Widget, then navigate to the Responses tab.

      4. Locate the Fallback Response section and update the message content as needed. 

      5. Decide whether you’d like to Trigger “Request Human” on Fallback Response. Enabling this will display the email and/or SMS contact form, giving customers a way to reach your team directly.

      6. Click Save to apply your changes.


      You can personalise your 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


      What Happens After the Fallback Is Triggered?

      When the chatbot can't answer a question, the Fallback Response is shown - then what?

      Email Notifications 

      If you've enabled the “Bot Can’t Help” notification in your profile settings, you’ll receive an email alert each time a fallback is triggered. This gives your team a chance to follow up directly with the customer.

      Review and Train on Unanswered Questions

      All fallback-triggering messages are saved in the Chat Logs under “No Match Questions”. You can review these to identify gaps in your ChatBot’s knowledge and begin training it to respond more effectively in the future.

      📘 Learn more: How to Train Your AI Chatbot

       

       

      Why is the Fallback Response Important?

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

       

       

      Frequently Asked Questions

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

      What is the “Trigger Human Request” option?
      This setting allows you to offer customers a way to connect with your team. When enabled, the chatbot will display a contact form (via email or SMS) after the fallback is triggered, prompting users to submit their details so your team can follow up.

      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.


      Have more questions? Contact support@yonderhq.com