Fallback Message

Sometimes an answer cannot be produced: an AI provider is momentarily unavailable, or the connection drops mid-reply. The fallback message controls what the visitor sees in that moment, per chatbot.

Where: Dashboard -> Chatbots -> (your bot) -> Behavior -> Fallback message.

The three modes

• Default — a short, localized platform message in the visitor's language. This is the standard behavior and a safe choice.
• Custom — your own wording. You can write it per language (the dashboard's supported languages), and the visitor sees the version matching their language.
• Silent — nothing is shown. Use this only if a visible apology would be worse than saying nothing, for example inside a tightly scripted flow.

Deliver the real answer once recovered

There is a separate switch: when the answer becomes available again, still send it. It works independently of the mode you chose, so all combinations are possible:

• Default message now, real answer delivered later (the standard setup).
• Silent now, real answer delivered later — the visitor only ever sees the correct reply, slightly late.
• Silent now and no late reply — the turn stays quiet.

Tips

• Keep custom text short and human: say something went wrong and that they can try again or leave their contact details.
• Do not promise a callback time you cannot keep — the fallback fires exactly when the system is having a bad moment.
• Test it by asking your bot something while the AI is under load; the fallback is what appears instead of a blank bubble.