How to create a block in a chatbot to transfer chat to human
How do I create a block in a chatbot to transfer chat to human?
This article explains how to hand over a chatbot conversation to a live agent. Follow these steps to assign the chat to a specific person or team. This ensures complex customer inquiries get human support.
In this article, you will learn how to
- Add a Transfer to human block to your chatbot.
- Configure target agent or 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 Transfer to human block.
- Configured workspace teams or agent profiles.
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, orcreate a new one to open the editor automatically.
- Click on + icon to add a new block.
- Choose the Transfer to human block.
- Choose between transferring to a different agent within the same team, or to 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 system moves the live chat to your shared inbox and alerts the assigned team.
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 and select an active team.