Agent handover

Agent handover

The agent handover block enables you to determine when a bot needs to hand over a conversation to a live-agent.

From agent to bot

One single 'Agent handover'-block also allows you to transfer a conversation back to the chatbot. Simple type "continue intentname" with the name of the intent to trigger the intent and corresponding flow that you would like the user to go through. The name of the intent is capital sensitive.

Notes

Note, some rules apply to using the 'Agent handover'-block:

  • A person in a channel is unable to see what the user is typing in real time

  • Depending on the used channel, it may be impossible to send images 

  • In essence, the ‘Agent handover’-block can handle any type of document, but this functionality may be limited by constraints of the used channel

  • In essence, the ‘Agent handover’-block can both received and send documents, but this functionality be limited by constraints of the used channel

Settings

On the settings page you can configure the execution of this block.


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