> For the complete documentation index, see [llms.txt](https://help.pickyassist.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.pickyassist.com/setting-up-guide/smart-reply-v2/train-module/fall-back-response.md).

# Fall Back Response

You can configure default fall back message and "Smart Actions" which helps to take certain actions when the bot don't understand the user question , the smart actions is helpful to tag the customer , send a whatsapp / email message to an agent to takeover the chat , disable the smart replies for certain period of times and all other available smart actions.

<figure><img src="/files/EqCNjjYwLJh1MQzSQ6HO" alt=""><figcaption></figcaption></figure>

We can use bold, italics, strike and emoji’s for formatting the fallback message and can personalise the reply using the attributes which are saved in your CRM which will help you to greet customer with their name or any value stored in the attribute against the customer. Also we can be added actions against each question by clicking the ![](https://lh7-us.googleusercontent.com/i4l8zr7CXLjQ6DisD_e-s11-_Yi5AiTZCS8R-pGGj_HGJNOVmciQFBAdbs7Qc-QUKMzBbr7gPiVVTyrRpRvKx8VRtVguceObpYvVVumkUDLt0JZ9PVYzzMKonpBvtyAv0hMOf8qBjd7hDP-qmsQ3UQg) icon. For predefined templates click on the Select new template button as show below.

<br>

### Sending Email Alert

You can also alert agents by sending an email by configuring multiple email address separated by comma.<br>

<figure><img src="https://lh7-us.googleusercontent.com/CNJOF-ibDklmwt6XDbMFWBY3DHeXlPP_3QdEYCYeVEpB0HrAAcuF1Fs6ASL7BPXCAyGgnK8SAq7G4ool9uoNZA1oT-0Gx4k5q_ml_2t552-CjJlIeyArzWp7vDNkxCuxuapFEx0t5ifo3YcO5ClmVVo" alt=""><figcaption></figcaption></figure>

### &#x20;Selecting Channels

You can specify to which channel / application the smart replies need to be configured , suppose if you dont wish to send smart replies via facebook then it can turn it off here. If you are using WhatsApp Personal & Business under same license then you can specify the channel here.

<figure><img src="https://lh7-us.googleusercontent.com/MEqplUCqrLUPQGrE6KQsUXSzsaBO8GI8vTKLySxO7SIFWmg1lwCCkPaS27TpKlDDRs9vqPw98lln4YC2JJn0PqbGHIamSraR7U_nXECWFMvR0VnhEKHS5Gf2KYPFG7su4Km2q0eyaqGH44d_EyIXlEs" alt=""><figcaption></figcaption></figure>


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