Human Handover

When chatting with an AI, moments may arise where it makes sense to involve a real person in the conversation. Human Handover action blocks provide this capability by allowing users to elegantly transfer control of the chat from a bot to an agent.

Applications of Human Handover:

  • Transferring the chat to a human agent.

  • Involving your support team when questions are not answered by the bot.

Setting up the block:

Step 1: Click on ‘+’ to add the block on canvas.

Step 2: Search for "Human Handover" block and select it.

Step 3: Click on the 'Human Handover' block to configure it.

Step 3.1: You can select the team to whom the conversation needs to be transferred. For example: Let's select 'Sales'.

Step 3.2: Message configured will be sent to visitors when Human Handover is successfully invoked.

Step 3.3: Disabled Message: Here, the message configured will be sent to the visitor when Human Handover is disabled.

Step 3.4: No agent available. Message configured will be sent to visitor when all agents are either occupied or not available.

Step 3.5: Beyond operational hour. Here, the message configured will be sent to the visitors when the Human Handover is invoked beyond operational hours.

When this action is triggered, all users of the account will receive a browser notification to let them know that a human handover action has occurred.

If ‘Auto-Assign’ is enabled for the human handover, then the conversation will automatically be assigned to that agent, else the conversation will be placed in the 'Unassigned’ tab.

Scenarios where the Human Handover can fail:

There are 3 scenarios when a human handover can fail:

  1. Human handover is disabled

  2. No agent is available

  3. Human handover occurs beyond operational hours

When the human handover block is triggered, the conversation moves away from the bot to a human agent. The agent cannot transfer the conversation back to the bot.

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