A Fallback Guide handles Conversations when no specific Guide matches a Customer's inquiry, ensuring every Conversation receives a response. The Fallback Guide is configured at the Gladly Agent level.
For most organizations, the Questions & Recommendations Guide is automatically set as the Fallback Guide by default. No action is needed unless you want to designate a different Guide as the fallback.
No Fallback Guide configured
If your Gladly Agent does not have a Fallback Guide set, a warning banner will appear on the Guides page. Select an active Guide and choose Set as Fallback Guide from its menu to resolve this.
Set or change the Fallback Guide
Only active Guides can be designated as the Fallback Guide.
Navigate to the Guides page and select the Gladly Agent you want to configure.
In the active Guides list, locate the Guide you want to set as the fallback.
Click the ⋮ menu on that Guide's row.
Select Set as Fallback Guide.
In the confirmation modal, click Set.
The selected Guide will now handle any conversation that doesn't match a more specific Guide.
Changing the Fallback Guide
Setting a new Fallback Guide replaces the existing one. The previously designated Guide remains active and continues to handle conversations it's specifically matched to.