What is a fallback action in flow?

If a customer inputs something outside the bot's trained responses during the flow, the fallback mechanism will be activated.

• While designing a flow, it’s best to avoid open-ended statements or questions.
• Providing clear options for customers to choose from ensures a smoother and more seamless experience.

• Any response from the customer in the flow, will be considered valid (unless a validation check is in place), and the flow will continue to the next step.

• The same messaging options available in the flow will be present here, allowing the customer to make a selection accordingly.

Points to Note:

• A one step flow, that is, a flow with only end journey will not have a fallback action.

In this article

• What is a fallback action in flow?
• Points to Note:
• What is a Fallback Action?
• Why is a Fallback message mandatory?