Talk to human

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

Available in the PREMIUM plan and above.

In certain use cases, you may want to hand over the conversation to a human agent to provide a more personalized experience. This can be done using the “Talk to Human” action block.

When a chat is handed off, it follows the assignment rules you define in the flow. After the transfer, the chatbot steps back and the conversation is managed by the assigned agent.

To set this up, simply add the “Talk to Human” block at the point in your chatbot flow where the handoff should occur, and configure the assignment settings as explained 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.

Dynamic assignment

Dynamic Assignment allows you to assign a chat to a specific agent based on external logic, such as the contact owner retrieved from your CRM.

To use this approach, select 'Dynamic assignment' in the "Assign to" field under the assignment rules menu.

Simply pass the agent’s email via an API call, store it in a variable, and choose that variable in the dropdown. Make sure that the email used must belong to an active user on your WotNot account.

NOTE:

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