Human Handover Configuration

Human Handover action block is used when you want to invoke a human handover action at a point in the conversation flow, thereby transferring control of the chat from the 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 Human Handover:

  1. Go to 'Settings -> Live Chat -> Human Handover' and configure the agent availability under Operational Hours.

  2. Add teammates through the 'Teammates' tab under 'Settings -> Account'.

  3. Create teams through the 'Teams' tab under 'Settings -> Account'.

  4. Create a bot in the bot builder and add Human Handover action block in the flow.

  5. Configure the 'Human Handover' block.

Human Handover block after it is successfully invoked:

  • The agents of the team will get the browser notification about the human handover action that has occurred.

  • These agents will be able to reply to the chat assigned to them from the live chat screen.

  • Only they will not be able to transfer the chat back to the bot and hence this will be considered to be the end of the flow. The agents will have to click on the 'Mark Done' option to address the chat.

Different scenarios where the human handover can fail:

  1. Human handover is disabled

  2. No agent is available

  3. Human handover occurs beyond operational hours

Upon failure of this action, the failure message configured by the user in the action block will be sent by the bot to the visitor.

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