> For the complete documentation index, see [llms.txt](https://help.meltingspot.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.meltingspot.io/english/coach-ai/configuration/configuring-the-ai-coachs-fallback.md).

# 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**

#### **Chat with admin**

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.

{% hint style="info" %}
The admin chosen as point of contact doesn't see the 1-1 tab when they use the AI Coach themselves: they can't chat with themselves.
{% endhint %}

#### **Spot discussion**

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

{% hint style="info" %}
Only public channels and forums open to all members appear in the selector.
{% endhint %}

#### **External link**

Enter the fallback 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**

#### **Chat with admin 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.

{% hint style="info" %}
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.
{% endhint %}

#### **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 Chat with admin and Spot discussion modes only.

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

* for Chat with admin, 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.


---

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