How to set fallback responses for your AI Employee

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 4 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Navigate to Settings > AI Employee > Business Rules to define the exact message the AI should send when it cannot find an answer in its knowledge base.

    Who this article is for

    This article is for administrators configuring the safety and boundary settings of the AI Employee.

    Overview

    A fallback response is the AI's safety net. When confronted with a question it hasn't been trained on, a polite fallback response manages customer expectations and prevents the AI from guessing or providing incorrect information.

    Before you begin

    • Access the AI Employee settings
    • Draft a polite, professional fallback message
    • Ensure the message sets clear next steps for the customer

    Step 1: Step 1: Access Business Rules

    Navigate to Settings > AI Employee and click on the 'Business Rules' or 'Boundaries' tab.

    Step 2: Step 2: Locate the Fallback Setting

    Find the section labeled 'Fallback Response', 'Unknown Questions', or 'When the AI doesn't know the answer'.

    Step 3: Step 3: Draft the Message

    Write a clear message acknowledging the AI's limitation. Example: 'I'm sorry, I don't have the specific information you're looking for. Let me connect you with a team member who can help.'

    Step 4: Step 4: Combine with Handoff Triggers

    Ensure that triggering the fallback response also triggers your Human Handoff protocol. The AI should send the fallback message and immediately alert your staff.

    Step 5: Step 5: Save and Test

    Save your settings. Go to the Simulator and ask a completely irrelevant question (e.g., 'What is the capital of France?') to verify the fallback response triggers correctly.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. Do not leave the fallback response blank or use a generic 'Error' message. A well-crafted fallback response maintains a positive customer experience even when the AI fails.

    Important clarification

    Writing a fallback response that promises an immediate human reply if your team is not available 24/7. Always set realistic expectations (e.g., 'A team member will reply during business hours').

    Resolution guidance

    The AI is guessing instead of using the fallback response.

    Your Tone instructions might be too aggressive (e.g., 'Always provide an answer'). Ensure your instructions explicitly tell the AI to use the fallback response when unsure.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.