Fallback

The Fallback Action in Thinkstack ensures that when the chatbot cannot provide an answer to a user’s query, it avoids giving incorrect or irrelevant information. Instead, it guides the user effectively toward the right resolution.

How it Works:

When the chatbot encounters a query it cannot handle, the fallback action is triggered. You can configure the chatbot to:
• Initiate a Human Handoff: Seamlessly transition the user to a human agent for personalized assistance.
• Execute an Active Action: Choose any preconfigured and published action from the drop-down menu, such as redirecting the user to relevant resources or asking them to share a way to reach out to them.

Why is Fallback Action Important?

• Maintains Accuracy: Prevents the chatbot from delivering incorrect or incomplete responses.
• Enhances User Trust: Ensures users feel supported even when the chatbot cannot directly resolve their query.
• Improves Efficiency: Guides users toward effective solutions without ending the conversation abruptly.