AI agent fallback

An AI agent fallback is what your agent does when it cannot find the answer to a DM in what you taught it. In Inrō you choose: the agent answers from its general language model, or it sticks to your knowledge, says when it does not know and can start an automation.

What are the two answer modes?

On the AI Agent page, open Knowledge access and behaviour under Knowledge and pick one of two cards:

• Always have an answer: the agent uses all the data in its language model and always replies. Inrō warns that this may lead to irrelevant or incorrect replies.
• Limit to instructions: the agent replies only if it finds the answer in your instructions and knowledge.

Only the second mode has a fallback. With the first, a question you never covered still gets a reply, written from the model's general knowledge.

What can happen when the agent cannot reply?

Under Limit to instructions, the agent says it does not know. One more setting decides what happens next: If the agent cannot reply, trigger this automation. You pick one of the scenarios on your Scenarios page, and Inrō runs it for that conversation. In the scenario, the trigger reads Agent cannot reply.

The scenario can hold any steps you like. For example, a Send message step can tell the contact someone will get back to them, Add or remove folder can file them so you find them in the Inbox, and Send email can alert you.

You can also set both options through the Inrō API or the Inrō MCP server.

How is a fallback different from a human handover?

A fallback fires when the agent has no answer. A handover fires when the contact asks for a person. If a message does both, the handover wins and the fallback scenario does not run. The pause and the scenario for that case are covered in human handover for AI agents.

How do you make the fallback rare?

Questions that reach the fallback point to gaps in your knowledge, so a folder your fallback scenario fills doubles as a to-do list. Add the missing answers to your AI agent knowledge base, then ask the same question with the Chat with Agent button on the AI Agent page.

For the full setup of the Inrō AI agent for Instagram DMs, read the guide to the Instagram AI agent. More agent terms are in the Inrō automation glossary.