What happens when the chatbot can't answer a question?

A well-designed chatbot has clear fallback behavior for questions it can't handle.

Best practices include: acknowledging it doesn't have the answer, offering to connect the visitor with a human agent, collecting the visitor's contact information for a callback, suggesting related helpful resources, and logging the unanswered question for future training. The worst thing a chatbot can do is give a wrong answer or loop endlessly. At MooseBase, we design chatbots with graceful escalation paths - the bot recognizes its limitations, provides a smooth handoff to your team with full conversation context, and learns from the gap to handle similar questions in the future.