Fallback

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.

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

Message receivedLive agent handoff