Fallback Responses

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Customize the messages customers see when AI can't help, when they're escalated, or when waiting for an agent. These messages set expectations and maintain a good experience.

Accessing Fallback Responses

  1. Go to Settings in the sidebar
  2. Click the Routing tab
  3. Find the Fallback Responses card

Response Types

The Fallback Responses section has three tabs:

Low Confidence

Shown when AI confidence falls below your configured threshold.

Default message example:

I'm not quite sure about this one. Let me connect you with a team member who can help.

When it triggers:

  • AI confidence score is below threshold (set in AI Configuration)
  • AI encounters an unfamiliar topic
  • Blacklisted topic is detected

Escalation

Shown when a conversation is escalated to a human agent.

Default message example:

I'm transferring you to one of our support specialists. They'll be with you shortly.

When it triggers:

  • Customer requests a human agent
  • AI escalation rules are triggered
  • Agent manually takes over
  • Maximum AI attempts reached

Waiting

Shown while the customer waits for an agent response.

Default message example:

Thanks for your patience! An agent will be with you as soon as possible.

When it triggers:

  • Customer is in queue
  • Agent is assigned but hasn't responded yet
  • During business hours when agents are busy

Customizing Messages

For each response type:

  1. Select the tab (Low Confidence, Escalation, or Waiting)
  2. Read the description explaining when it's used
  3. Edit the message in the textarea
  4. Click Save for that category
Each tab has its own Save button — changes are saved per category.

Writing Effective Messages

Low Confidence Messages

  • Acknowledge the limitation honestly
  • Set expectations for human help
  • Keep the tone reassuring

Good example:

I want to make sure you get accurate help with this. Let me connect you with a specialist who can assist you directly.

Escalation Messages

  • Confirm the transfer is happening
  • Set time expectations if possible
  • Thank the customer for their patience

Good example:

You're being connected to our support team now. Someone will be with you in just a moment. Thank you for your patience!

Waiting Messages

  • Acknowledge the wait
  • Provide reassurance
  • Consider including queue position if available

Good example:

Thanks for waiting! Our team is helping other customers right now, but you're next in line. We'll be with you shortly.

Best Practices

  1. Match your brand voice — use a consistent tone across communications
  2. Be honest — avoid overpromising response times
  3. Keep it brief — customers want help quickly
  4. Update seasonally — adjust messaging for high-volume periods
  5. Include alternatives — mention email or callback options if available
  6. Test regularly — send test messages to validate tone and clarity

Common Mistakes to Avoid

  • Too apologetic — excessive apologies can feel insincere
  • Technical jargon — avoid terms like “escalation” or “queue”
  • Vague timelines — “soon” is less helpful than “within a few minutes”
  • No acknowledgment — always show you understand the customer needs help