💬Configuring the AI Coach's fallback

Fallback allows you to redirect the user to a human or external resource when the AI Coach is in a situation of uncertainty. Enable it from Settings > AI Coach > Playbook, Fallback section, for the selected playbook.

The three modes

1-1 Chat

Enable the switch, then select an admin from your Spot: they become the point of contact. To change it, first remove the existing chip (X button), then select another one.

Spot discussion

Select a public channel or a forum open to the entire audience.

Only public channels and forums open to all members appear in the selector.

External link

Enter the fallbakc URL. Customize the button label in the optional field, otherwise a generic label is used.

When does the fallback trigger?

The AI Coach offers the fallback when:

• it doesn't have a source relevant enough to answer,

• its confidence level is insufficient,

• the user expresses an explicit need for a human,

• the question clearly falls outside the product's scope.

Two ways to reach it:

• Proactive suggestion: a redirection button appears in the AI Coach's response.

• User initiative: the tab (or the button, for External link) remains permanently visible.

What the user sees

1-1 Chat and Spot discussion

Two tabs are displayed in the AI Coach window: conversation and fallback. When clicking a proactive suggestion, the fallback tab opens with a pre-filled draft, generated from the conversation's context. The user can send it as is, edit it, or clear it - it is never sent automatically.

If generation fails, the input field falls back to the user's last question.

For a forum, the draft pre-fills a topic with its title and description. For a channel, it's a direct message without a name-based greeting.

External link

A permanent button replaces the fallback tab. It can also appear embedded in an AI Coach response. When clicked, the link opens in a new browser tab. No draft: it's a pure external redirection.

Notifications and badges

Applies to 1-1 Chat and Spot discussion modes only.

The user receives the standard notifications from the underlying channel. A badge additionally appears on the AI Coach:

• for 1-1 Chat, with each new message from the point of contact,

• for channels and forums, only if the message directly concerns them (mention, reply to a thread they wrote in).

The badge disappears once the new messages are read.

Managing the point of contact or the discussion

The point of contact leaves the Spot or is deactivated: the 1-1 tab is hidden for everyone on the next load, the fallback is disabled, you receive an in-app notification. The history remains in your Spot's inbox.

You change the point of contact or the discussion: users see the new point of contact on the next load. The old conversation remains accessible in the inbox.

The channel or forum becomes private, restricted, archived, or deleted: the fallback tab is hidden immediately, the fallback is disabled, you receive a notification.

Testing your configuration

The Test AI Coach button, from the Playbook tab, opens a window reflecting the actual behavior of the configured fallback.