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Identify gaps in your knowledge base with Fallback

What is a Fallback?

  • When Knowledge Retrieval is enabled (default)

When a user asks a question and the chatbot can't find any relevant information in its knowledge base, it activates Fallback. This feature aims to let you know how much your knowledge base needs more relevant information to answer users' questions. Consequently, Fallback assists in enhancing your chatbot's efficiency by identifying the areas where there is a need for more knowledge base articles, thereby improving support for end-users. To understand more about Fallback, please refer to the example below.

  • 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.

Example of when Knowledge Retrieval is enabled

In this 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.

Fallback (1)-1.png

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