The Error Moment gives every broken conversation a graceful fallback

Today, a single technical failure can disrupt the experience. A model timeout, a failed knowledge lookup, a Flow that reaches a step with nothing connected. The conversation stops. No message, no handover, no explanation. The customer waits, and the conversation is lost.

The Error Moment closes that gap. It's a new Essential Moment that defines exactly what your AI Agent does when a technical failure or a dead end interrupts the conversation.

When it steps in

• Technical errors: a model timeout, a failed tool or knowledge lookup, an unexpected system error.
• Flow dead ends: a path with no next step connected, or a conversation caught in a loop.

What it does

• Sends a clear, pre-written reply instead of silence, and can pass the customer straight to a human agent.
• Works when the AI doesn't. The default message is fixed text, not generated, so it still gets delivered when the model itself is what failed.
• Runs as a normal Flow. Edit the wording, add conditions, route to a specific handover queue, or build your own recovery flow on top of it.

What we've set up for you

We've already generated a default Error Moment in your AI Agent. Out of the box it sends a short apology and either connects the customer to a human agent (if handover is enabled) or invites them to try again.

Call to action

• Today: the Error Moment is switched off. You can review it, edit the message, and turn it on from the Moments page whenever you're ready.
• 30 September 2026: we enable it for every AI Agent automatically. A fallback path is something every conversation should have, and we want it covered consistently.