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Why do we need to set up fallback flows?

Chatbots offer an efficient and cost-effective solution for customer service. However, it's essential to remember to build fallback flows to handle scenarios where chatbots are unable to understand customer queries or provide satisfactory answers.


Businesses can use various fallback options depending on their specific needs. Consider the context of how your customers prefer to communicate with you while choosing a fallback flow. For instance, if your customers prefer to get instant resolutions without waiting for a bot to respond, you can set up a specific bot flow as the fallback flow when the bot runs into an error or a misconfiguration. 


What is the importance of setting up a fallback flow?

A chatbot that doesn't have a fallback flow in place can lead to customer frustration and dissatisfaction. The fallback flows should include an alternate option for the customer to get their resolution; it should not just be an admittance of failure. Similarly, successful chatbot flows should not just be about how easily a chatbot can predict every possible user utterance.


Instead, it also needs to include a chatbot fallback flow that handles scenarios where chatbots cannot understand customer queries or provide satisfactory answers. The fallback flow can be configured to give customers various options to rephrase their questions or select from a few possible answers. 


How to set up bot error fallback flows in Freshchat?

  • Use the sidebar to navigate to Bots > Choose a bot > Settings > Bot error fallback.


  • Once you toggle on the error fallback, you can map a fallback flow from a list of your existing flows.


  • The fallback flow will get triggered when your chatbots face errors, which include situations like
    • When the bot tries to display or process a dialog that has been archived, instead of waiting endlessly, the fallback flow is triggered to continue the conversation
    • When the bot reaches the end of the flow or if there are no dialogs to process, instead of waiting endlessly, the fallback flow is triggered to continue the conversation.
    • When the bot has processed fifty private dialogs, the bot is likely stuck in an endless loop, and the fallback flow is triggered to break out of the loop.


Note: This list is not exhaustive as we will keep inclduing more scenarios.


The fallback flow is activated when chatbots cannot understand customer queries or provide appropriate solutions. Fallback flows offer an alternate plan that can be used to address the customer's concerns. It can be configured to provide customers with various options to rephrase their questions or select from a few possible answers. A well-designed fallback flow should provide value to the customer and help them find the answer they're looking for or suggest a way to help them find the solution.