This action block is used when you want to invoke a human handover action at some point in the conversation flow thereby transferring the control of the chat from the bot to an agent
When I should use it?
Transferring the chat to human agent
Involving your support team when questions are not answered by the bot
How do I set it up?
Setting up 'Human Handover' action block
You can follow the following steps to set up the Human Handover action block;
Add an action block on canvas by clicking on '+'
Choose 'Human Handover'
Configure it on the right panel
Transfer conversation to:
Select the team to whom the conversation needs to be transferred to
Click here to know more about managing a team in WotNot
The message configured here will be sent to the visitors when Human Handover is successfully invoked
The message configured here will be send to the visitor when Human Handover is disabled
Click here to know about Human Handover configuration
No agent is available:
The message configured here will be sent to the visitors when all the agents are either occupied or not available
Click here to know more about managing the availability of agents
Beyond operational hours:
The message configured here will be sent to the visitors when the Human Handover is invoked beyond operational hours
When Human Handover is triggered, the assigned user will receive a browser notification to let them know that a conversation has assigned to them
If 'Auto Assign' is enabled for Human Handover, then the conversation will be automatically get assigned to available agent or else the conversation will be placed in the 'Unassigned' tab
Once the conversation is assigned to the agent, the same cannot be re-assigned back to the bot
What are the scenarios in which Human Handover can fail?
When Human Handover is disabled
When there are no agents available
When Human Handover occurs beyond operational hours