What you see: 

• Fallback Message Fields 
• You can define multiple fallback messages that the bot will use when it doesn’t understand a user query. These messages guide users to rephrase or redirect their questions.
• • Toggles Available 
  • Bot Citation: Enables the bot to reference sources or content origins in its responses. 
  • Bot Recommendation: Allows the bot to suggest relevant content or actions based on user queries. 
  • Leave a Message / Contact Form: Displays a form for users to leave their details when the bot can’t assist. 

Why it matters: 

• Fallbacks keep conversations alive when bot doesn’t understand. 
• Citation builds trust by showing knowledge source. 
• Recommendation suggests alternative queries. 

What you need before this step: 

• Draft 1–2 polite fallback responses.
•  Decide if you want citations visible to users. 

Outcome after action: 

• Users get guided responses instead of dead-ends.  

Best practice: 

• Example: “I’m not sure I got that. Can you rephrase?”
• Avoid technical or blunt errors like “No match found.”