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Use AI error fallback to define the message customers receive and who should receive the ticket when fallback handling is triggered.

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Prerequisites

  • You can access Settings in bitbybit.
  • You can open the bitChat settings group.
  • If you want to assign fallback to one person, that agent is already active in your workspace.

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Step 1: Open the AI agent settings

  • Go to Settings.
  • In the bitChat section, open AI agent.

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Step 2: Write the fallback message

  • Find the Fallback message field.
  • Enter the message customers should receive when fallback handling is triggered.
  • Keep the message short and clear.
The current settings form requires a fallback message and limits it to 500 characters.

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Step 3: Choose who should receive the ticket

  • Use Assign ticket to to choose where the handoff should go.
  • Select All to make the handoff available to all agents.
  • Select a specific agent if you want the ticket routed to one person.

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Step 4: Save your changes

  • Review the message and assignee.
  • Save the settings.