A No-Match Reply is a fallback message that BotSailor sends when a visitor’s message does not match any configured keyword reply. This feature works as an essential part of a webchat chatbot because it ensures visitors receive a response even when their questions are not recognized by existing automation rules.
To create a No-Match Reply, open Chatbot Manager, select your Webchat bot, go to Automation → Quick Actions , open No Match , customize the text in the Flow Builder, save the configuration, and test it through your website chat widget.
A properly configured no match chatbot helps businesses prevent unanswered conversations by providing a fallback response when users enter unexpected messages. Instead of showing no reply, the system can guide visitors toward available options, suggested keywords, or human support.
What Is a No-Match Reply in BotSailor Webchat?
Keyword replies allow a webchat chatbot to respond when visitors enter predefined words, such as:
- price
- support
- hello
- contact
However, visitors may enter words or questions that do not match any configured keyword. A chatbot default reply handles these unmatched messages by sending a predefined fallback response.
For example, when a visitor types an unrecognized message, the bot can reply:
We are sorry, but we have not understood your question. Could you please repeat that?
A good no match chatbot prevents visitors from being left without a response. It can also direct them to rephrase their question, select an available option, or contact a human support agent.
Without a proper fallback setup, visitors may experience a no reply situation where the chatbot does not provide any helpful response. BotSailor’s No-Match Reply feature solves this problem by creating an automatic response path for unknown messages.
Prerequisites
Before starting, make sure you have:
- An active BotSailor account.
- A Website Chat bot connected to BotSailor.
- The BotSailor chat widget installed on your website.
- Access to Chatbot Manager.
- A fallback message prepared for unmatched questions.
A prepared chatbot default reply message helps your automation continue smoothly when users send questions outside your configured keyword list.
Before creating a webchat chatbot fallback flow, confirm that the connected Website Chat bot is active and available for testing.
How to Create a No-Match Reply in BotSailor Webchat
Step 1: Open Chatbot Manager
Log in to your BotSailor dashboard.
From the left-hand navigation menu, open Chatbot Manager.
This section displays the bots and accounts connected to your BotSailor workspace.
Chatbot Manager is the starting point for configuring your webchat chatbot automation settings, including keyword replies, fallback messages, and user interaction flows.
Step 2: Select Your Connected Webchat Bot
Find the Website Chat bot you want to configure under Bots/Accounts.
In the provided screenshot, the selected bot is named Chatboost. Confirm that you have selected the correct bot and that its status is shown as Active.
The No-Match Reply will apply to the selected bot only.
Selecting the correct bot is important because the chatbot default reply will only work inside the chosen Webchat bot configuration.
Step 3: Open Automation and Select Quick Actions
After selecting the Webchat bot:
1. Open the Automation tab.
2. Click Quick Actions.
3. Find the No Match option.
4. Click the arrow on the No Match card.
The No-Match template will then open in BotSailor’s visual Flow Builder.
BotSailor identifies No Match as a system action used to respond when no keyword matches a user’s message.
This automation creates a no match chatbot flow that activates whenever visitors send messages outside the existing keyword reply system.
A webchat chatbot with a properly configured fallback system can continue conversations even when users do not follow expected input patterns.
Step 4: Review the No-Match Flow
After clicking No Match, BotSailor opens the existing fallback template in the Flow Builder.
The flow should contain connected components similar to:
No Match Template → Start Bot Flow → Text Message
The No Match Template activates the flow when the visitor’s message does not match an existing keyword reply.
The connected Text component contains the message that will be sent to the visitor.
This structure allows the chatbot default reply to automatically deliver a response instead of creating a no response or no reply situation.
Step 5: Open the Text Message Component
Click or double-click the Text component in the Flow Builder.
The Configure Text Message panel will appear on the left side of the screen. This is where you can edit the fallback response.
BotSailor’s Flow Builder allows the chatbot default reply to be customized and expanded with additional components when required.
A flexible webchat chatbot setup allows businesses to create different fallback messages based on customer needs. Instead of leaving visitors with no response, the no match chatbot can provide helpful instructions, suggested keywords, or options to continue the conversation.
Step 6: Write Your No-Match Reply
Enter a clear and polite response in the text-message field.
Example:
We are sorry, but we have not understood your question. Could you please repeat that?
A more helpful alternative would be:
Sorry, I could not understand your question. Please try using words such as “price,” “support,” or “contact,” or ask to speak with a human agent.
You may also configure:
Typing on display:
Displays a typing indicator before the message appears.
Smart Delay in Reply:
Delays the reply by a selected number of seconds, minutes, or hours.
Personalization fields:
Adds supported customer details to the message.
For a standard fallback response, a long delay is unnecessary.
A well-written chatbot default reply improves customer experience because visitors receive guidance instead of facing a no reply situation when their message is not recognized.
Step 7: Save the Text Message
After entering the reply, click the Save button at the bottom of the Configure Text Message panel.
Check that the updated message appears inside the Text component in the Flow Builder.
Step 8: Save the Complete Flow
Saving the Text component may not save the entire bot flow.
After saving the message, click the main Save button in the upper-right corner of the Flow Builder.
Before leaving the page, confirm that:
The No Match Template is connected to Start Bot Flow.
Start Bot Flow is connected to the Text component.
The correct response appears inside the Text component.
The complete flow has been saved.
BotSailor’s official instructions also require saving the flow after editing the No-Match response.
Step 9: Open Your Website
Visit the website where your BotSailor chat widget is installed.
Refresh the page so the latest bot configuration can load. Then open the Website Chat widget.
You can also test the setup in a private or incognito browser window to avoid loading an older cached version.
Step 10: Test the No-Match Reply
Enter a word or message that is not included in any keyword reply.
For example:
one
Send the message.
The bot should display the fallback response you configured:
We are sorry, but we have not understood your question. Could you please repeat that?
When this message appears, the No-Match Reply is working correctly.
