Understanding Fallbacks (Legacy)

Fallbacks are what happens whenever the AI runs into a situation that it doesn't know how to handle. This could be something like the contact giving a gibberish answer, sending photos, which the AI can't understand, or something unexpected happening in the conversation. When this happens, the AI will, by default, stop responding to the contact, add a tag called "fallback_reached", and there will usually be an entry added to the fallback section of the portal!

Fallbacks can also potentially happen whenever the AI fails to book an appointment, such as the booking function failing, and when this happens our system will add a fallback_reached tag in this instance as well.

To solve for this sort of thing, you can set up a workflow that notifies a team member to come and take over whenever the fallback_reached tag is added!