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Administrator Guide
Last Updated: 2026-09-18
Create a Custom Global Fallback Message for Self-Service Agent

Create a Custom Global Fallback Message for Self-Service Agent

You can configure a custom message and link that displays for users when all these scenarios are true:
  • The tool the user was last interacting with fails or was disabled.
  • The agent was unable to find a relevant policy document, or the Policy Search skill was inactive.
  • The agent was unable to find a link to a Workday task that could help the user.
  • The agent was unable to route the user to create a case.
The message applies to all skills across the entire agent.
  1. Access the
    Agent Management Hub
     report.
  2. From the
    Agent Registry
     tab, click
    Self-Service Agent
    .
  3. Click
    Configure Agent
    .
  4. From the
    Additional Configuration
     column for the
    Guide
     row, click
    Create Fallback Message
    .
  5. Enter the text and optional link to display in the message.
  6. Click
    OK
     and
    Done
    .