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.
Frequently Asked Questions Read all Flow Builder FAQs
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What is a Fallback Action?
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Why is a Fallback message mandatory?
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