In your agent's settings you can pick a Handover tool: a tool the agent runs when it cannot help the customer. When a handover tool is set, it replaces the fallback prompt; the agent uses one or the other, never both.
Two rules:
-
The handover tool accepts only two parameters:
languageanduserInput. To collect anything else, like a name or an email address, use Ask user steps inside the tool. -
If the handover tool fails, HALO sends a built-in fallback message that cannot be changed or translated. Test the tool so customers never see it.