You can configure exactly what the bot will do if it doesn't know the answer, so don’t worry about dead ends or awkward replies. To do so, head to the bot you’re wanting to configure and find the custom instructions window in the ‘Customize’ tab.
You can:
Guide the user to take a specific action.
For example, you can modify the prompt to say “If you are unable to reply to the message, politely state that you can’t answer that and suggest contacting support@email.com “
Have the bot automatically take a particular action like creating a Zendesk or Gorgias ticket using AI actions. It can collect the necessary information from the user and make a ticket for them, so that a human can then pick it up and get back.
Automatically collect email information as needed too so you can circle back.
You can view all the replies that your bot is saying and AI insights automatically surface any gaps in training easily so you can also keep iterating on your knowledge base, and see the commonly asked questions.