In the handover settings, you can configure if, when and how a conversation between a chatbot and a user is transferred to a human service agent and backwards

The following options are present:

Handover Activated

This slider activates the possibility to transfer conversations of this bot to human service agents or from a human service agent to a bot.

Opening and Closing times

Set the time slot during which conversations can be transferred through human service agents. The timeframe can be left blank to make it dependent upon the availability of a human service agent.

Queue enter message

This message is shown to the user when no human service agents are directly available and the user should wait for a human service agent to become available.

Chat start message

This is the first message that is shown to the user when the user is connected to a human service agent.

Not available message

This message is send to the user when no human service agent is available.

Idle time out

Provide the time in seconds that a human service agent can take until the session is timed-out.

Auto handover after negative user sentiment

Set the amount of times a user can provide input with a negative sentiment in a row before the user gets transferred to a human service agent. This metric is reset after a user provides an input with a positive sentiment.

Auto handover after no Intent is recognised

Set the amount of times in a sequence that a user can provide input that is not recognised by an NLP to belong to an intent.