When your bot doesn’t have an answer, it will send a Fallback response. These can be sent to any contact, asking about any topic, so make sure the responses are not specific to a particular department or topic.
- Make sure you are writing from the Bot’s point of view.
Use the first person to create a conversational tone. For instance, "I'm sorry, I'm going to get help." The best bots have a personality.
- Vary the responses.
Your bot will appear smarter and more personable if it answers differently each time.
Getting the same message over and over may feel more like an error message to contacts. Lots of variation in the responses help alleviate frustration.
Not sure how to vary responses? Check the suggested responses box on that Understanding or IDK response.
- Try not to set unrealistic expectations.
Tell contacts what they should expect next (ie: try again, or someone will get back to you in X days).
Do not make promises your team cannot keep. (eg: If you do not have the staff or resources to answer all incoming questions daily, do not tell contacts they will receive an answer in 24 hours.)
- Keep an apologetic and sincere tone.
You could give a brief explanation that the bot doesn't understand, but does want to help. Apologies build trust, so be sure to use human-like phrases, such as ‘I'm sorry I messed up.’
- Offer a next step or upcoming action.
Make sure you don’t leave your contact hanging. You can suggest the contact asks another question, direct the user to another mode of communication, or simply let the user know that a human will review the conversation.
- Keep it short and sweet
No one wants to read several sentences about the bot’s lack of knowledge. Be sure to mix in some very short messages.
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