With the Human Handover feature for Conversation AI, your AI bot can seamlessly transfer conversations to a human when it detects that it is no longer the best option to assist. Whether the request is complex, the bot has failed multiple times, or the user directly requests a human, the bot ensures your customers are not left frustrated.

Benefits:

• Improved customer experience with smooth transitions from AI to human agents.

• Faster resolution for complex issues.

• Enhanced efficiency in managing conversations.

How to Enable and Use Human Handover

Step 1: Enable Human Handover

1. Navigate to Bot Goals.

2. Toggle Human Handover ON to activate the feature.

Step 2: Choose the Trigger for Handover

• Contact Request: The user directly asks for a human (e.g., "Can I talk to a human?" or "I need help from a real person").

• Lack of Information: The AI doesn't know how to answer the user's query.

• Failed to Resolve Issue: After 2 unsuccessful attempts by the AI to help, the handover is triggered.

Step 3: Configure the Next Actions

1. Assign Conversation to a User: Choose a staff member or set the system to auto-assign based on existing rules.

2. Create a Task: You can check the box to automatically create a task with the description "Will be created by AI," due in 24 hours.

3. Send a Closing Message: The default message is, “Thank you! Someone from the team will get back to you.”

4. Pause the Bot: Temporarily disable AI messages for a specific time.

5. Create Tags: Use the default tag human_handover to track the transition.

Step 4: Manage Notifications for Human Agents

1. Go to Settings > My Staff and select the relevant user.

2. Enable notifications:

   • When a conversation is assigned.

   • When a task is assigned.

Key Notes:

• You can configure up to 6 handover actions per bot.

• Smart session memory ensures that if you close the editor or leave the page, your progress will be saved and you can pick up where you left off.

FAQs

1. What triggers the Human Handover?

   • Human Handover is triggered when the AI fails to resolve an issue, the user asks for a human, or the AI lacks the information to help.

2. How many actions can be set for the Human Handover?

   • You can configure up to 6 handover actions per bot.

3. Can I customize the message when the handover occurs?

   • Yes, you can customize the closing message when handing over to a human agent.

4. Do I need to manually assign tasks after the handover?

   • No, the task can be auto-created as part of the handover workflow.

5. What happens if the handover action fails?

   • The bot will ensure the task is handed over to the next available human agent for resolution.