When a customer's last message was mostly a link, emoji or contact card, the chatbot could hand off in the wrong language. Hand-offs now fall back to your configured default language when there's too little text to detect one.
A link, an emoji, or a shared contact card may not contain enough natural-language text to identify the customer’s language. AI Agent now uses the channel’s configured fallback language for this situation instead of guessing from a URL or another non-sentence fragment.
The same fallback is used when preparing a handoff message for the customer. This gives you a language to use when the latest input cannot establish one, while ordinary language-bearing messages still follow the chatbot’s language settings.
In AI Agent settings, choose the channel and open Business Details. Review the fallback language and save the setting. Review the handoff-message text in Auto Transfer as well.
Related guide: Set Up and Enable Your AI Agent.
