What is a Fallback Message?

In chatbot development, a "Fallback Message" refers to a default response sent when the chatbot fails to understand a user's input. It's used when the chatbot doesn't recognize or can't process a user's question or request. The purpose of fallback messages is to gracefully acknowledge the chatbot's limitations to the user and offer further assistance.

Fallback Message Examples

Fallback messages can significantly enhance the user experience of a chatbot. For instance, if the chatbot doesn't understand a user's query, it can provide a fallback message like:

• "I'm sorry, I didn't understand that. Could you please rephrase your question?"
• "I'm still learning. Can you please ask your question in a different way?"
• "Is there anything else I can help you with?"

These messages inform the user that the chatbot is unable to fully address the current request, while also encouraging further interaction or requesting additional information to resolve the issue. Fallback messages reassure the user that the chatbot is still ready to continue the conversation, minimizing user frustration and maintaining the flow of the interaction.

Fallback Message Structure

In addition to the three text examples mentioned above, fallback messages often include buttons to guide the user towards finding the desired answer.