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Configure the fallback message

An Admin writes the message sent to the customer, per language, when the AI cannot produce a reply.

When this happens: Admin opens Admin — AI Assistant — Customer Messages.

Step by step

  1. 1

    Open Admin — AI Assistant — Customer Messages.

    EasyCRM shows one text field per supported language (en, ro-RO, ru — BRD §9 localization), each showing the platform default (Sorry, I'm not able to help with that right now — connecting you with a team member) while the Admin has not written one; a field left empty keeps it.

  2. 2

    Edit the English text to Were sorry, we cant answer that automatically — one of our team will reply shortly.

  3. 3

    Click Save.

    EasyCRM saves FallbackMessages.

If something goes wrong

No message for the detected language

At send time, the customer's detected language is not one of the supported languages. Uses the company's default-language fallback instead.

Good to know

  • The fallback message is always sent when the AI cannot produce a reply — never a silent failure (BRD §3.9 decision 3).