💬Fallbacks & Default Replies

Fallbacks and Default Replies ensure Operator AI always responds gracefully — even when it doesn't fully understand a user's message.

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💬 What Are Fallbacks?

Fallbacks are automatic responses triggered when:

• Operator AI can't confidently match a user’s message to a Knowledge Base article, Flow, or Automation.

• A user goes off-script during a guided Flow.

• No valid action is found for the user's input.

✅ Fallbacks prevent dead ends and maintain a smooth user experience.

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💬 What Are Default Replies?

Default Replies are pre-set standard responses used for:

• Greeting new users ("Welcome! How can we help you?")

• Asking for clarification ("Sorry, could you please rephrase?")

• Escalating when needed ("Let me connect you to a human agent.")

✅ Default Replies keep conversations moving naturally even in unexpected situations.

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🛠️ How to Set Fallbacks and Defaults

1. Log into your Operator AI Dashboard.

2. Navigate to Settings → Artificial Intelligence → OpenAI → Fallback Message.

3. Configure:

   • Primary Fallback Message (e.g., "I didn't get that. Can you rephrase?")

   • Escalation Offer (optional handoff to agent if confusion persists)

   • Default Welcome Message

   • Default Clarification Message

4. Save changes and test them in a real conversation.

✅ Well-written fallback messages make Operator feel more human and empathetic.

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📋 Best Practices for Fallbacks

Tip	Why It Matters
Be friendly and human	Reduces user frustration if Operator misunderstands.
Offer clear next steps	Suggest actions like "Click here" or "Talk to agent".
Limit fallback loops	Don't repeatedly ask users to rephrase without offering help.
Track fallback rates	High fallback rates indicate missing Knowledge Base coverage.
Customize by channel if needed	SMS fallback tone should differ from Web Chat fallback tone.

✅ Smart fallback design improves overall CSAT and resolution rates.

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🔥 Example Fallback Messages

Situation	Example Message
Confused by question	"I'm not sure I understand. Would you like to chat with a live agent?"
Missing input	"Oops — it seems like we missed your reply. Can you send it again?"
End of script error	"Looks like we reached the end of this path. Here's a menu to help you continue!"

✅ Real conversation examples make Operator sound professional and caring.

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🛟 Need Help?

• Explore fallback setup tutorials inside this documentation.

• Contact [e-mail] if you need help optimizing your fallback flows.

• Book a Conversation Review Session with your Success Manager.

✅ We’re here to help you build resilient conversations.

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🎯 Next Step

👉 Continue to Unified Inbox & Agent Handoff →