Conversation AI handles most customer chats well, but some conversations are better passed to your team. The Human Handover action keeps that transition smooth. Here's how to set it up.

Adding The Action

Head to the Conversation AI section in your account settings and create a bot using the "Create Prompt-Based Bot" option.

If you've already created one, click the three-dot icon and select Edit.

Switch to the Bot Goals tab.

Scroll down to Setup your Actions and click Human Handover.

Enable the scenarios you want to transfer to team members.

If none of the default scenarios suit your needs, click "+ New Scenario" to create one from scratch.

Configure the scenario by adding:

  1. Scenario Name: To identify your scenario.
  2. Trigger Condition: To define when the conversation should be transferred.
  3. Example Phrases: Provide a few lines for your bot to identify when to execute this action.

  1. Assign Conversation: Select the User the conversation should be assigned to from the drop-down menu. Once selected, you can check the box underneath to skip contacts who've already been assigned.
  2. Final Message: Type a goodbye message so your bot can close the chat.
  3. Reactivate Bot: Check the box if you'd like the bot to reply again after some time.
  4. Create a Task: Check this box to add a task to the user assigned to the contact.
  5. Add custom tags: Type or select any tags you want to add to the contact once they are transferred.

Click Save to add this action to your bot's plan.

Some chats the AI won't be able to handle, so use this action to pass them to your team whenever the bot isn't the right fit. It's a simple way to get the best of both.