The Conversation AI helps you manage customer conversations efficiently. However, some conversations are best handled by your team. You can use the Human Handover action to keep the transition smooth. Let’s go over how to do it.

Adding the Action #

To start, navigate to the Conversation AI section inside your account settings and create a bot using the “Create Prompt-Based Bot” option.

If you’ve created one already, click the three-dot icon and select Edit.

Switch to the Bot Goals tab.

Scroll down to Set Up Your Actions and click Human Handover.

Enable the scenarios you want to transfer to team members.

If none of the default scenarios suit your needs, click “+ New Scenario” to create one from scratch.

Configure the scenario by adding:

1. Scenario Name: To identify your scenario.
2. Trigger Condition: To define when the conversation should be transferred.
3. Example Phrases: Provide a few lines for your bot to identify when to execute this action.
4. Assign Conversation: Select the user the conversation should be assigned to from the drop-down menu. Once selected, you can check the box underneath to skip contacts who’ve already been assigned.
5. Final Message: Type a goodbye message so your bot can close the chat.
6. Reactivate Bot: Check the box if you’d like the bot to reply again after some time.
7. Create a Task: Check this box to add a task to the user assigned to the contact.
8. Add Custom Tags: Type or select any tags you want to add to the contact once they are transferred.

Click Save to add this action to your bot’s plan.

There are some chats AI can’t handle, so make the most out of your tools by using this action to relay chats to team members whenever your bot isn’t connecting, providing a hybrid approach for best results.

Frequently Asked Questions #

Where do I set up Human Handover? #

Open the Conversation AI section, edit or create a prompt-based bot, go to the Bot Goals tab, and click Human Handover under Set Up Your Actions.

How does the bot know when to hand a conversation to a person? #

You define a Trigger Condition and provide Example Phrases so the bot can recognize when a conversation should be transferred to a team member.

Who does the conversation get assigned to? #

You choose the assigned user from a drop-down menu, and you can optionally skip contacts who are already assigned.

Can the bot resume after a handover? #

Yes. Enable the Reactivate Bot option if you want the bot to reply again after a period of time.

Can I create tasks or tag contacts during a handover? #

Yes. You can have the action create a task for the assigned user and add custom tags to the contact when it is transferred.

What is a final message used for? #

The final message is a goodbye message the bot sends to gracefully close the chat before the conversation is handed over.