Human Handoff

Human Handoff is a feature that allows you to transfer the conversation from your bot to a human agent. This is useful when the bot is unable to handle a user’s request or when the user prefers to speak with a human.

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Human Handoff block

To start a human handoff you need to have your bot published. In the flow editor, grab and drop the Human Handoff block into your flow. You can find it in the integration section of the blocks panel. You don’t need to configure any settings for the human handoff block or add any additional blocks, the block itself has all the necessary to handle the conversation. Once you have added the human handoff block to your flow, you can start using it by speaking with your bot in viewer or via whatsapp if you have it deployed. When the bot reaches the human handoff block, the customer will see a message that this conversation is being transferred to a human agent. The bot will send a request to the inbox for a human agent to take over the conversation. Until an agent takes over, the customer cannot continue interacting with the bot.

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Human Handoff in the inbox

In your inbox, Search for the conversation with the customer awaiting a human agent. Inside the conversation, you can see a new button in the inbox that says Take Over. This button will only appear when the bot flow has a human handoff block and the customer is waiting for a human agent. You have the option to accept or reject the conversation. If you accept, you can start chatting with the customer. If you reject, by clicking in End conversation, the customer will be notified that the conversation will be closed. To start a conversation with the customer, Click on Take Over and confirm. After taking over the conversation, the customer will be notified that an agent has joined and start chatting. You can then send messages to the customer, and they will be able to reply.

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Multiple agents support

If multiple agents are available, the first agent to click Take Over will be assigned to the conversation. Other agents will not be able to take over the same conversation while it is being handled.