Intro

What if, during a conversation, you want a chatbot-human handover? Chatbot-human handoff is when you are transferring the conversation from a chatbot to a live agent.

The bot studio is a no-code visual Builder that allows you to set up a live chat with the option to hand over the conversation to a human agent when available. Additionally, if no agents are online, you can collect customer contact information for follow-up. In this tutorial, we'll guide you through the three easy steps to achieve this.

Step 1: Set Up Your Start Message

Begin by setting up your chatbot's start message.
Add a button to the start message to lead to agent handoff when clicked.

Step 2: Draw a Path for a New Block

Draw a Path from the button exit port to create a new block by choosing “If Online Agent” from the menu
Name it (e.g., "Handoff").

Step 3: Create 2x Paths

From the “Online” exit port, draw a path to create a corresponding block by choosing “Transfer to human”. You can also include a “Reply” that advises the customer that somebody is about to hop on the chat
In case the Agent isn’t online, draw a path from the “Else” to create a second block by choosing a “Reply”, and inserting, for example, an invite for your customer to leave a message

Congratulations! You've successfully set up a live chat with agent handoff and contact info collection using bot builder. Your chatbot will now efficiently handle customer interactions, transferring them to human agents when available, and collecting contact information for follow-up when needed.

Note:

How Inbox Linking Affects Human Transfers

The bot can be linked to multiple inboxes. Depending on which inbox the request originates from, human transfers and unassigned requests will follow the rules of that specific inbox.

Example:

Sarah is chatting with the Tech Support bot, which is linked to multiple inboxes. Her request comes from the Tech Support Inbox.

• Transfer to Human: Sarah’s request will be routed to a live agent based on the Tech Support Inbox’s agent routing settings.
• Move to Unassigned: Sarah’s request will be marked as unassigned in the Tech Support Inbox, with no linked live agent or bot.