This is the question I got on my Drift bot:
Hello Aravind, I want to add one specific response when chatbot fails in general. Is there a way to do that?
Well, that's a fairly easy one. Assuming, of course, that I understand the question fully 🙂
You need to use the Default fallback intent for this purpose.
This would also be a good article to talk about Contextual Fallback intents, because a lot of people seem to miss this feature.
Default Fallback Intent vs Contextual Fallback Intent
Did you know that you can create fallback intents which have input contexts?
First, go to the Intents list view and click on the vertical ellipsis.
Then, click on the Create Fallback Intent.
Now provide a name for the intent (I am using ContextualFallback) and try to save the Fallback Intent. You see an error at the bottom right which says "Fallback Intent for empty context already exists" and you aren't able to actually save the intent.
So add an input context (some dummy context is fine for the sake of the example) and try saving it. This time you are able to save the fallback intent without any problems. See bottom right of image where you see the message "Intent Saved".
Use the Default Fallback Intent as the "catch-all" when the chatbot fails.
If you use a Contextual Fallback intent and the input context specified in the contextual fallback intent is currently active, the Contextual Fallback intent is given priority over the Default Fallback intent.