(Default) Fallback Intent

--> to the BOTwiki - The Chatbot Wiki

The fallback intent (also default fallback intent, fallback message, fallback message, error message, fallback interaction) is played if the chatbot cannot assign the user's request to an existing intent or the confidence score of the assigned intents is too low.

Recommended structure of Fallback Intents

As the Fallback Intent is potentially one of the most played messages, special attention should be paid to the structure and the Conversational Copywriting of the Fallback message:

  • Clearing up the misunderstanding
  • Remind the user of the skills and limitations of the chatbot
  • Call to action: What can the user do next (make suggestions)?

It is also important to vary the fallback message so that the user does not repeatedly receive the same message.

> Back to BOTwiki - The Chatbot Wiki