Human Handover Setup

Human Handover enables seamless transfer of conversations from the chatbot to a live agent whenever human assistance is required. This ensures customers receive personalized support while maintaining automation efficiency.

When to Use Human Handover

Consider transferring conversations when:

• Users request a human representative

• The chatbot cannot understand the request

• Complex support issues arise

• Sensitive account information is involved

• High-value sales opportunities require personal attention

Handover Process

1. The chatbot identifies a handover trigger.

2. The conversation is assigned to an available agent.

3. The agent receives the full conversation history.

4. The customer is notified that a representative has joined.

5. The agent continues the conversation without interruption.

Benefits

• Improved customer satisfaction

• Faster issue resolution

• Reduced chatbot limitations

• Better support experience

Recommended Configuration

• Define clear handover triggers

• Set agent availability schedules

• Enable conversation transcripts

• Configure fallback actions when agents are unavailable