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Fallback is a route, not a failure — Learn it in 5 minutes
About five minutes of reading
Callers who say something unexpected are still customers.
Point the fallback intent at a short prompt and a queue, or at a callback when the queue is long. Looping the same question more than twice trains people to hang up.
Use Check queue status or Get metrics if you want the fallback to behave differently when nobody is staffed.
- Timeout and error are different from fallback. Connect them separately.
- A DTMF escape key should exist even in a speech bot.
- Test with noise, with silence, and with an accent the bot has not heard.
- Do not send fallback into another bot with no exit.
Number on this page: Tries 2. Then a person or a callback
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Sources and go deeper
- Use the flow designer in Connect Customer to create flows - Amazon Connect Customer AWS docs. last checked 2026-10
- Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
- What is Amazon Lex V2? - Amazon Lex AWS docs. last checked 2026-10
- Amazon Lex - Wikipedia Wikipedia. last checked 2026-10
- Interactive voice response - Wikipedia Wikipedia. last checked 2026-10