You can seamlessly transfer your customer's conversation with your bot to an agent to offer personalized, empathetic responses whenever required. This can be done by using the set of actions labeled Agent Handover. Learn more actions in the bot builder.
To offer your customers a seamless chat experience, we have a safety net mechanism added to our bot functionality where a bot conversation will be handed over to an agent when there is any server-related issue or when a bot flow version was updated while a customer is still interacting with that bot.
There are two Actions available under Agent handover:
Make available for assignment:
- Navigate to Flows > Build > and navigate to the flow where you want to hand over the conversation to an agent.
- Open the dialog where the handover should happen > Click on the (+) icon below the dialog and select ‘New Action’ > Actions > Make available for assignment.
- This action will make the conversation available for assignment. The conversation will be pushed to the new conversations view, and based on your Assignment Rules or IntelliAssign, it will be assigned to a team member or group.
To learn how to configure Intelliassign, refer to this article.
Assign to Group:
- Navigate to Flows > Build > and navigate to the flow where you want to hand over the conversation to an agent.
- Open the dialog where the handover should happen > Actions > Assign to group > Pick the group to which the conversation needs to be assigned.
- This action will assign the conversation to the group that you specify. Agents in each group can pick up conversations at their convenience, or Intelliassign will assign the chat if you have it enabled for the group.
Note: To offer your customers a seamless chat experience, our bots have a safety net mechanism. This mechanism will hand over the conversation to an agent:
- if there are any server issues, or
- if a bot is updated while interacting with a customer.