How to Use Error Messages (Fallback)

How to Use Error Messages (Fallback)

The error messages consist of three message types: the fallback message, the action error message, and the global error message. They are used to continue the conversation when the user sends an invalid message.

The module connection represents the successful path. When there is an invalid step, we use the fallback module to continue the conversation flow. Invalid input is an example of an invalid step. Fallback Module can be added to any module except those modules: “message”, “human handover”, “bot action“, “end conversation” and "Commerce Manager Action".

If the fallback counter equals 0, the bot goes to the fallback module after the first invalid step and it sends the fallback message. If it is greater than 0, bot checks the action error messages.

The “Action Error” message is the error message of that specific module and it shows up when the conversation falls back. The icon of the action error is placed under the module’s control panel.

When you click the exclamation mark, you will see the “Error Message” field of the module:

Reminder: To be able to use the “Action Error” message, the module should include a fallback module and the count should be set as more than 0.

Here is a scenario of Error Message usage:

The fallback count is set as 1 and the Action Error Message is set. At the first invalid step, the bot goes to the error message. When it receives another invalid message it goes to the fallback module.

Global Error Message can be used for commonly happened invalid actions. Entering the wrong input can be one example of these actions. If the “Action Error” field is empty, after the first invalid action the bot sends a global error message. The number of global message responses is set in the fallback counter. For instance, if it is set as 2, the bot will send global error messages for the first two invalid messages. After that, it will send the fallback message.

To set a global error message, please select the settings icon. 

Select the Global Error Message field under the settings.

You can set your message in here:

Reminder: To be able to use the “Global Error Message”, the module should include the fallback module , the fallback count should be set as more than 0 and the module shouldn't iclude an action error .

Priority: Action Error> Global Error> Fallback module


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