How to hand over a chat to an agent in a chatbot
How do I hand over a chat to an agent in a chatbot?
This article explains how to hand over a chatbot conversation to a live agent. Follow these steps to assign the chat to the current team or to a selected team. This ensures complex customer inquiries get human support.
In this article, you will learn how to
- Add a Hand over to an agent block to your chatbot.
- Configure target team assignments.
- Resolve assignment failures in the inbox.
Before you start
Before creating a block in a chatbot to transfer chat to human, make sure you have:
- An existing chatbot to add a Hand over to an agent block.
- Configured workspace teams, if you want to hand conversations over to a selected team.
How to create a block in a chatbot to transfer chat to human
- Log in to your Flownally workspace.
- Go to the Chatbots tab.
- Click an existing chatbot to edit it, or create a new one to open the editor automatically.
- Click on Add step after a block, or on the + icon on a connecting line, to add a new block.
- Choose the Hand over to an agent block.
- In Handover, choose who should handle the conversation:
- Current team: an agent from the team that already handles the conversation.
- Selected team: click Choose team and select another team.
What happens after creating a block in a chatbot to transfer chat to human?
After creating a block in a chatbot to transfer chat to human, the assistant can escalate conversations instantly. The chatbot ends at this step and the conversation is handed over to the chosen team in the inbox.
Troubleshooting
Chat fails to assign
This can happen when the chosen team was deleted from your workspace. To fix that you must open the block, click Change, and select an active team.