The fallback script is a script where some system intents will fall back in some specific cases that we will cover in this documentation. Every production voice agent should have a fallback script to be sure that an amazing experience is provided to the callers.
Default Fallback script is supported in English (US & UK), French (FR), and dutch (NL) as of now.
The default Fallback script is configured to handle most of the use cases that are needed:
Not understood utterance: when the caller is not understood by the voice agent, it will automatically fall back on this path.
The voice agent will apologize and count how many time he has not managed to understand the caller. If it has been more than 2 times, he will transfer the call to a human agent. Otherwise, he will repeat the question.
Ask for transfer: if the caller explicitly asks to be transferred to a human agent, we will transfer the call. It is important to keep this intent management, to avoid creating frustration.
Ask to wait: handle the case when the caller asks the voice agent to wait a little bit.
Ask to repeat: handle the case when the caller asks the voice agent to repeat what the last sentence.
The caller is absent: this system intent is triggered automatically if the caller has not said anything in the last 30 seconds. The voice agent will ask him if he is still on the phone. If there is no response within the next 30 seconds, the voice agent will hang up the phone call.
<aside> 💡 You can of course customize this default script to handle more use cases or do different things. For example, you may want to increase the number of not understood before transferring to a human agent, or send an SMS to the caller when he hangs up.
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