> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/ai-agents/workflows-and-actions/fallback.md).

# Fallback

Catch anything the other triggers don't match.

`Trigger` — The catch-all. Fires when no other trigger at the current level matches the person's message. Cannot be deleted or disabled.

## Fires when

No other trigger at the current workflow level matches the person's message.

## When to use it

To handle anything the other triggers don't cover — asking the person to rephrase, offering alternatives, or escalating to a live agent as a last resort.

## Settings

| Setting              | Description                                                                        |
| -------------------- | ---------------------------------------------------------------------------------- |
| **Excluded phrases** | Phrases the Fallback should not fire on, even when nothing else matches. Optional. |

Press **Save** to confirm edits.

## AI-assisted matching

When Fallback fires at the top level of a workflow and the AI agent's **Large language model** setting is enabled, the platform may ask an LLM to reconsider the person's message before Fallback's own actions run. See [Message received — AI-assisted matching](/docs/modules/ai-agents/workflows-and-actions/message-received.md#ai-assisted-matching) for how this works, including why quick replies only appear when the LLM re-selects a configured trigger rather than answering with free text.

## Example

```
Fallback
└─ Send message: "Sorry, I didn't quite catch that. Could you rephrase?"
   Quick replies: [Try again] [Speak to someone]
   └─ Live agent handoff
```

## Related

{% content-ref url="/pages/LELPx8kU6Ag6uPwfTZHQ" %}
[Message received](/docs/modules/ai-agents/workflows-and-actions/message-received.md)
{% endcontent-ref %}

{% content-ref url="/pages/aLlL00SsNeVzsBT6G7gY" %}
[Live agent handoff](/docs/modules/ai-agents/workflows-and-actions/live-agent-handoff.md)
{% endcontent-ref %}