Yes, but our recommendation is to limit it to tasks it can complete safely without immediate human intervention and to state the fallback honestly. “Available all night” must not be presented as “a person can help all night” unless that service actually exists.
Telephony fallback can route a call elsewhere or play an alternative message, but the destination and business process still need designing. Twilio’s reliability documentation explicitly provides for fallback responses and recovery when an application fails. (twilio.com)
Define three after-hours paths:
- Complete now: An approved routine task succeeds and its result is verified.
- Create owned follow-up: The agent captures a request, gives an approved response expectation and creates an item in a monitored queue.
- Use a designated urgent route: Requests requiring immediate attention follow a separately approved escalation procedure.
For each path, name the owner, coverage hours and failure response. Do not promise a callback deadline that nobody is responsible for meeting.
Test a closed branch, an unavailable on-call employee, a full diary, a disconnected caller and a failed task-creation integration. A voicemail box or callback request is a fallback outcome—not a completed booking or live handoff.