Error handling

Every now and then a conversation can run into an unexpected technical problem. When that happens, the bot needs to respond gracefully instead of leaving the user stuck. By default it shows a short apology and ends the conversation. With the Error handling settings you can decide for yourself what the bot does in that situation: show your own message, or hand the conversation over to a flow that takes care of the fallback.

This feature is relevant for all flow based Smart Apps

Instructions

1. Go to Settings.

2. Click on Error handling.

3. Optionally change the Custom error message that is shown to the user.

4. Optionally pick a Fallback flow that should handle the error instead.

5. Click on the Save button.

What happens when an error occurs

The bot decides what to do based on what you configured. The order of precedence is:

Configuration	What the bot does
A Fallback flow is selected	The bot hands the conversation to that flow, which fully handles what happens next.
Only a Custom error message is set	The bot shows your message and ends the conversation.
Nothing is configured	The bot shows the standard apology message and ends the conversation.

If you have selected a fallback flow, it always takes precedence over the custom message.

Custom error message

This is the message the bot shows the user when a technical error occurs. It comes pre-filled with the standard wording, which you are free to replace with your own.

• The message is multilingual: provide a translation per language so users always see it in their own language.

• You can use variables in the text to personalise the message.

• Leave this field empty (and select no fallback flow) to keep the standard apology.

Fallback flow

Instead of a single message, you can let a flow take over completely when an error occurs. This is useful when a simple apology is not enough — for example to escalate the conversation to a human agent, offer the user a choice to try again, or send a notification.

• Pick any existing flow from the dropdown.

• When an error occurs, the bot jumps to this flow, and the flow is fully responsible for the rest of the conversation (including whether and when to close it).

• To stop using a fallback flow, simply clear the selection.

Note: If you select a flow here and later delete that flow from your bot, the reference becomes invalid. Make sure to pick another flow or clear the selection so your error handling keeps working as expected.