What’s New?
Human Handover for Conversation AI
Your AI bot can now automatically hand off conversations to a human when it detects it's no longer the best fit to assist. Whether it’s a complex question, repeated failures, or a direct request like “Can I speak to a human?”, the bot ensures your customers aren’t left frustrated.
This feature is released via labs
How It Works?
1. Enable Human Handover
- Go to Bot Goals.
- Select Human Handover and toggle it ON to start configuring.
2. Choose a Scenario to Trigger the Handover
Pick from predefined handover triggers:
- Contact Request: When the user asks for a human.
- Example: “I want to talk to a human”, “Can someone real help me?”
- Lack of Information: When the AI doesn’t know the answer.
- Failed to Resolve Issue: Triggered after 2 failed attempts by the AI to help.
3. Configure What Happens Next
- Customize the handover workflow:
- Assign Conversation to a User
- Choose a staff member or auto-assign based on existing assignment.
4. Create a Task
- Checkbox to auto-create a task.
- Default description: "will be created by AI", due in 24 hours.
5. Send a Closing Message
- Default: "Thank you! Someone from the team will get back to you."
6. Pause the Bot
- Temporarily disable AI messages for a specific time.
7. Create Tags
- Default tag: human_handover
8. Manage Notifications for Human Agents
- Make sure staff are alerted when they’re assigned:
- Go to Settings > My Staff
- Choose the user.
Enable these in Notification Settings:
When a conversation gets assigned to me
When a task gets assigned to me
Notes
A maximum of 6 handover actions per bot can be configured.
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