What is a Fallback?
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When Knowledge Retrieval is enabled (default)
The chatbot activates Fallback when it can't find any relevant information in its knowledge base in response to a user's question. This feature aims to let you know how much your knowledge base needs more relevant information to answer users' questions. Consequently, Fallback helps improve your chatbot's efficiency by identifying areas that require more knowledge base articles, ultimately enhancing support for end-users. To improve your knowledge base, see Getting the Most out of AI with Your Knowledge Base Articles.
Example: A user asked a question about hats for cats. However, after scanning the knowledge base, the chatbot was not able to provide an answer. As a result, the fallback was activated. When the fallback is activated, it is counted as a "+1" to the chat metric.
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When Knowledge Retrieval is disabled (rare case)
Knowledge Retrieval is essential for responding to user inquiries and should seldom be turned off. If it is disabled, a Fallback mechanism will activate whenever a custom Intent does not match, providing a method to engage with the user before a handoff occurs.