What is AI Human Handover?
The AI Human Handover feature enables seamless transitions from AI chatbot conversations to human agents, ensuring uninterrupted customer support. All support agents can view and review chatbot chats in the Chats overview section, allowing them to intervene whenever necessary. Visitors also have the option to request transfer to a human agent at any time. The handover process is smooth and maintains continuity, with both parties retaining access to the complete conversation history within the same chat window or ticket.
Based on the context of the conversation, two scenarios are possible with AI Human Handover feature:
- Agent takeover of a chatbot chat
- Human agent is requested by a customer
Agent takeover of a chatbot chat
Support agents can access the selected chatbot conversation ticket in the Chats overview section via the View (eye icon) button. After opening the ticket, the agent can click on the “Stop chatbot and join” button. Upon joining the chat, the conversation continues as a regular chat with a human agent.
When a support agent joins a chat, the visitor is notified about that via a system message.
Visitor requests to chat with a human agent
The visitor can also choose to be connected to a human agent instead of chatting with the chatbot. While engaging with the bot, the visitor has the option to click on the “Request chat with human agent” button to be transferred to an available support agent. If all available support agents are busy, the visitor would need to wait in the queue like in a regular chat session.
The “Request chat with human agent” button is displayed only after the chatbot provides a certain number of responses, defined in the chatbot’s settings in the “Required answers to initialize chat with human agent” field.
If there is no agent available for chats in the chat button’s department, the button to “Stop chatbot and leave offline message” is displayed instead.
The visitor also has the option to ask the chatbot to be connected to a human agent directly in the chat. This opportunity is allowed by default in our template AI agent, but it can be restricted in the agent’s configuration by editing the system message of the “AI Agent” component.
