Issue with Default Fallback Triggering for Untrained Utterances

[pavithrajrs]

Hi,

Our requirement is to ensure that any untrained utterance a user provides should trigger the default fallback. However, we observed that even though the utterance "create account" hasn't been trained, the system responds with "Thank you for using our support chat," instead of the default fallback response.

Could you please help us understand why this behavior is occurring and suggest any fixes? Let us know if more details or logs are required to debug this further.

[Lynda1]

This makes me wonder how the setup topics are configured. What does the topic Setup tab look like?

[pavithrajrs]

Hi @Lynda1,

Please check the screenshot below. The "Default Fallback Kendra" is the custom fallback topic we created.

[Lynda1]

Since AI Search Fallback is there, I am guessing you have AI search installed. Is the custom topic using the AI search Topic Block? Should start like this