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docs/SUMMARY.md
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* [Manage roles](user-guide/manage-user-and-roles/manage-roles.md)
* [Manage Settings](user-guide/manage-settings/README.md)
* [Email](user-guide/manage-settings/email.md)
* [Chatbot Fallback](user-guide/manage-settings/chatbot-fallback.md)
* [Chatbot Global Fallback](user-guide/manage-settings/chatbot-global-fallback.md)
* [NLP Provider](user-guide/manage-settings/nlp-provider.md)
* [Web Channel](user-guide/manage-settings/web-channel.md)
* [Live chat widget](user-guide/manage-settings/live-chat-widget.md)

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docs/user-guide/manage-settings/chatbot-fallback.md
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# Chatbot Fallback
{% hint style="info" %}
This section is currently under development (WIP)
{% endhint %}

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# Chatbot Global Fallback
Hexabot's Global Fallback settings allow you to define a default response that your chatbot will use when it cannot understand or respond to a user's query. This ensures a more consistent and user-friendly experience, even in situations where the chatbot might struggle to interpret the user's input.
**1. Access Global Fallback Settings:**
* Navigate to the "Settings" section.
* Select the "Chatbot" view.
**2. Configure the Global Fallback Message:**
* **Enter Fallback Message:** Type the message you want your chatbot to send when it encounters a fallback situation. This message should be polite, informative, and helpful.
* **Example:**
* "I'm not sure if I understand your request. Could you please rephrase it?"
* "Sorry but i didn't understand your request. Maybe you can check the menu"
**3. (Optional) Configure Fallback Triggers:**
* Some Hexabot blocks configurations might allow you to define specific conditions that trigger the global fallback message.
* This could include:
* **Number of Consecutive Fallbacks:** Only trigger the fallback after a certain number of failed attempts to understand the user's query.
* **Specific Keywords:** Trigger the fallback if the user's message contains certain keywords that indicate a misunderstanding.
**4. Enable Global Fallback**
* Click on the switch button to enable/disable your global fallback settings.
{% hint style="info" %}
**Tips:**
* Always aim for a positive tone in your fallback message.
* Let the user know why the chatbot is unable to understand their query (e.g., "I'm still learning" or "I need more information").
* Offer users alternative ways to get help, such as contacting a human agent or searching for information on a website.
* Limit the number of times the global fallback message is triggered to prevent a frustrating user experience. If a user repeatedly sends confusing input, you might consider automatically redirecting them to a human agent.
{% endhint %}