Prerequisites

Before configuring No Match Reply, make sure you have:

• ● An active BotSailor account
• ● A Facebook Page connected to BotSailor
• ● Admin access to the Facebook Page and BotSailor dashboard
• ● At least one chatbot flow created for your Facebook Page

Understand the Complete Flow Before Setting It Up

Before configuring the settings, it helps to understand how the chatbot will work.

The example used in this guide has the following structure:

START
   ↓
Welcome Message
   ↓
┌────────────────────────────────────┐
│ Product Info │ Track Order │ Support │
└────────────────────────────────────┘
       ↓              ↓             ↓
Product Information  Order       Customer
      Flow           Tracking      Support
                       Flow          Flow

If the customer sends an unmatched message:

User sends unmatched message
            ↓
      No Match Reply
            ↓
 ┌──────────┼──────────────┐
 ↓          ↓              ↓
Chat      Call Us      Visit Website
Human
 ↓          ↓              ↓
Support   Contact       Website
Agent      Number       Redirect
            ↓
           END

This means there are two possible paths:

Step 1: Enable No Match Reply

1 Log in to BotSailor.

2 Go to Chatbot Manager.

3 Select your connected Facebook Account.

4 Open Bot Settings.

5 Enable the No Match Reply option.

6 Publish the changes to activate the No Match Reply settings.

Available options include:

• ● Every Time
• ● Once a Day
• ● Once a Month
• ● Once a Year

Click Publish Changes.

Enable No Match Reply in BotSailor and choose how frequently the fallback response should be sent.

Step 2: Create the Primary Chatbot Flow

Before testing No Match Reply, create a simple chatbot flow for common customer requests.

Go to:

Chatbot Manager > Select Account > Keyword Replies > Create

Create a message like:

How can I help you?

Add three options:

• ● Product Info
• ● Track Order
• ● Support

Connect each option to a simple reply.

Product Info

Bot reply:

Here is our product information.

Track Order

Bot reply:

Please enter your order number.

Support

Bot reply:

Please tell us how we can help you.

Save and publish the chatbot flow.

Create a simple chatbot flow with Product Info, Track Order, and Support options.

Step 3: Create the No Match Reply Flow

Now create the fallback flow that will be used when BotSailor cannot match the user's message.

Go to:

Chatbot Manager > Select Account > Quick Actions > No Match Reply

Find the system action called:

No Match

Click:

Edit Flow

Add a simple fallback message:

Sorry, I couldn't match your request. You can:

Then add these options:

• ● Chat with a Human
• ● Call Us
• ● Visit Website

Each option can perform a different action.

Chat with a Human

Use this option to send the user to your support team or human agent.

Call Us

Use this option to provide a phone number or call button.

Visit Website

Use this option to send the user to your website.

After creating the flow, click Save.

Create a No Match Reply flow with options to chat with a human, call the business, or visit the website.

Step 4: Test the Primary Flow

Now open Facebook Messenger and test the chatbot.

The bot sends:

How can I help you?

Options:

• ● Product Info
• ● Track Order
• ● Support

If the user selects:

Product info

BotSailor follows the configured flow and replies:

Clicking product info opens the chatbot's product information reply

This is a normal chatbot interaction because the user's action matches one of the available options.

Normal Flow

User Selects an Option → BotSailor Finds the Matching Flow → Correct Reply Is Sent

Step 5: Test the No Match Reply

Now test what happens when the user sends something outside the available options.

The bot asks:

How can I help you?

Available options:

• ● Product Info
• ● Track Order
• ● Support

Instead of choosing one of these options, the user sends:

I want my money back.

If there is no matching chatbot flow or keyword for this message, BotSailor triggers the No Match Reply.

The bot responds:

Sorry, I couldn't match your request. You can:

• ● Chat with a Human
• ● Call Us
• ● Visit Website

The user can now choose another way to get help.

No Match Flow

User Sends an Unmatched Message → No Matching Flow Found → No Match Reply Triggered → Alternative Help Options Displayed

An unmatched Messenger message triggers BotSailor's No Match Reply and displays alternative contact options.

How No Match Reply Helps

Customers do not always follow chatbot buttons or expected options.

They may type their own message instead.

For example, your chatbot may only offer:

• ● Product Info
• ● Track Order
• ● Support

But the customer may type:

I need help with something else.

If the chatbot does not have a matching reply, the conversation could stop.

No Match Reply prevents this.

It gives the user another way to continue by offering options such as:

• ● Chat with a Human
• ● Call Us
• ● Visit Website

This makes the chatbot more useful even when it cannot understand or match the user's request.

Result

With No Match Reply configured, your Facebook Messenger chatbot can handle both matched and unmatched messages.

When the user selects a valid option:

Matched Request → Normal Chatbot Flow

When the user sends something outside the flow:

Unmatched Request → No Match Reply → Alternative Contact Options

Next Steps

After configuring No Match Reply, you can improve your Messenger chatbot by:

• ● Adding more chatbot flows for common questions
• ● Connecting the No Match Reply to a human support team
• ● Adding a phone call option
• ● Linking users to your website
• ● Adjusting the No Match Response Frequency Limit
• ● Creating separate flows for sales, support, and order-related questions

A simple No Match Reply can make your chatbot more helpful by giving users another way to continue when their message does not match the existing chatbot flow.

For example, your main chatbot flow may offer:

• ● Product Info
• ● Track Order
• ● Support

If the user sends something outside these options, BotSailor can trigger the No Match Reply and offer:

• ● Chat with a Human
• ● Call Us
• ● Visit Website

This gives the user another way to continue the conversation instead of getting stuck.