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AUTOMATION AND AI
Fallback message
A fallback message is the reply a chatbot sends when nothing matches: no keyword, no button, no confident intent, no relevant knowledge. Instead of silence or a wrong answer, it acknowledges the message, offers a way forward (a menu, buttons, a rephrase prompt) and, after repeated misses, hands the conversation to a person.
escalationkeyword triggerintentchatbot flow
Why it matters
The fallback is the most-seen message in many bots, because customers say unexpected things. A silent bot loses the customer; a bot that repeats "I did not understand" three times earns a block. A good fallback is short, offers buttons and escalates on the second miss.
In VGraple CRM
Each flow has a fallback node and a miss counter; the AI chatbot falls back when retrieval finds nothing relevant, and both can escalate after a configurable number of misses. Fallback wording is set per flow and per channel with a preview.