Action Block: Human Handover
Human Handover action block are to be used when you want to invoke a human handover action at a point in the conversation flow, thereby transferring the control of the chat from the bot to an agent.
When should you use it?
- * transferring the chat to a human agent
- * involving your support team when questions are not answered by the bot
How do I set it up?
Step 1: Add the block on canvas by clicking on ‘+’
Step 2: Choose Human Handover
Step 3: Configure Human Handover on right panel
3.1 Transfer Conversation to:
Select the team to whom the conversation needs to be transferred to
3.2 Success Message:
The message configured here will be sent to the visitor when Human Handover is successfully invoked
3.3 Disabled Message:
The message configured here will be sent to the visitor when Human Handover is disabled
3.4 No agent is available:
The message configured here will be sent to the visitor when all the agents are either occupied or not available
3.5 Beyond operational hours:
The message configured here 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.
There are 3 scenarios when a human handover can fail,
When human handover is disabled
When no agent is available
When 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.