(Default) Fallback Intent

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The fallback intent (also called default fallback intent, fallback message, fallback message, error message, fallback interaction) is played when the Chatbot the user's request cannot be assigned to an existing Intent or the Confidence Score of the assigned Intent 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.

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