Human Handover

As businesses increasingly adopt AI for customer service, it becomes essential to know when and how to involve human agents. Human handover settings facilitate smooth transitions, ensuring customer inquiries are handled promptly and effectively.

Steps To Configure Human Handover Settings

1. Access The Human Handover Settings

• Navigate to the “Chatbots” tab and click on “View Playground”.
• Look for the "Human Handover" section in the sidebar.

2. Enable Human Handover

• Locate the "Enable Human Handover" option.
• Toggle the switch to ON to activate this feature.

3. Decide On Agent Request Continuity

• Find the option labeled "Continue with AI chat after requesting an agent?".
• Choose ON or OFF based on whether you want to maintain AI support while the user waits for an agent.

4. Set User Inactivity Timeout

• Look for "Return to AI chat if user is inactive (minutes)".
• Adjust the timeout slider to set the duration of inactivity after which the chat will revert to AI. For example, setting it to 5 minutes ensures a prompt return to AI support if the customer is unresponsive.

5. Save Your Settings

• After configuring all options, click the "Save Settings" button to apply your changes.
• This helps the chatbot to effectively address user inquiries.

Configuring your human handover settings thoughtfully can significantly improve customer satisfaction. By implementing these steps, you ensure that your support system effectively leverages AI capabilities while still providing the necessary human touch when needed.