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 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: Go to Setting > Live chat > Human Handover

Step 2: Switch on ‘Human Handover’ functionality

Step 3: Configure the agent availability under Operational Hours

Step 4: Add teammates through the ‘teammates’ tab under ‘Settings > Account’

Step 5: Create teams through the ‘Teams’ tab under ‘Settings > Account’

Step 6: Create bot in bot builder and add Human handover action block in the flow

Step 7: Configure the Human handover block

What happens when the Human Handover block is successfully invoked?

* The agents of the team will get the browser notification about the human handover action has occurred
* The agents will be able to reply to the chat assigned to them from the live chat screen
* The agents will not be able to transfer the chat back to the bot and hence this will be consider to be the end of the flow. The agents will have to click on ‘Mark Done’ option to address the chat

What are the different scenarios where Human Handover can fail?

1. When the human handover is disabled
2. When no agent is available
3. When human handover occurs beyond operational hours

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