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There is no bot that is 100% perfect. There may be situations when an AI chatbot may not be that effective, or might not be able to answer customer queries effectively. And in such scenarios, customers may look for alternate contact options like chat support at some point.
To avoid this, there has to be a human handover so that chats can be transferred between a chatbot and a live agent easily.
For such scenarios, you have to customize a fallback message. You need to know the steps to create a chatbot for your website.
Fallback scenarios identify the break-up points in the conversation and define an alternate solution the bot can offer to the users. Ensure that you have well-defined fallback scenarios while designing chatbots.
Once you configure a fallback message, you have to set the number of queries for triggering the fallback for e.g. after 2 or 3 questions that the bot finds complex to understand. After that, you need to choose the option of going back and connecting with the support agent.