Talk to human

Transfer the chat to a human agent on the live chat page.

Available in the PREMIUM plan and above.

Depending on your use case, you may want to transfer the chat to a human agent in your team to offer a personalized conversation. You can achieve this using the "Talk to human" action block.

When the chat is transferred to an agent, it will follow the assignment rules as defined in the flow. Once the transfer is done, the chatbot will no longer be in control.

You can follow the following steps to set up the Talk to human action block:

At the point in the chatbot flow where you want to transfer the chat to a human agent, add the "Talk to human" action block and configure the assignment rules as described below.

Assignment rules

It instructs the system who to assign a conversation to. Conversations will be assigned in the defined order of assignment rules.

For each assignment rule, you need to define:

Assignee

The assignee tells the system to whom the chat should be assigned. An assignee can either be an agent or a team.

Wait time

If the assigned agent does not reply to a conversation within the wait time, the next assignment rule will be invoked.

If all the assignment rules fail, the chat will be transferred to the Unassigned queue.

Generally, it is best practice to have multiple assignment rules like:

  1. Assign to support reps

  2. Assign to Support manager

Default messages

Under the "Advanced settings" menu, you can customize the system's default messages when transferring a chat to an agent.

  • When the chat is assigned to an agent

  • When the human handover feature is disabled under Settings > Live chat > Human handover

  • When no agent is available/online

  • When human handover occurs beyond operational hours

When can a human handover fail

  • When the "Human handover" feature is disabled under Settings > Live chat > Human handover

  • When there are no agents available at the time of chat assignment

  • When the human handover request occurs beyond operational hours

  • When all available agents have hit their max chat thresholds

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