Human Handover Action

TABLE OF CONTENTS

• Introduction
• Why Use This?
• Step-by-Step Guide to Configuring Human Handover
  • Step 1: Enable Human Handover ToggleNavigate to the Bot Goals interface. Select Human Handover and toggle it ON to configure conditions for handover.
  • Step 2: Select a Prebuilt ScenarioChoose from predefined conditions under which the bot will trigger a handover:
  • Step 3: Configure Post-Handover Actions 
  • Important Notes:

Introduction #

The Human Handover feature allows your AI bot to automatically transfer a conversation to a human agent when it detects that the bot is no longer the best resource to assist the user.

This ensures your customer conversations stay helpful and frustration-free by escalating issues to a person when AI reaches its limits—whether due to knowledge gaps, repeated failures to. resolve complex issues, or user preference – like ” I want to talk to a human “

Why Use This? #

Let’s say you run a marketing agency or a service-based business and use AI bots to handle incoming leads, book appointments, or answer FAQs. While the AI handles most conversations efficiently, some scenarios require human judgment—such as when a customer asks about a discount, reports a system failure, or simply says, “Can I speak to someone?”

With Human Handover, you can:

• Define scenarios when the bot should automatically hand over to a human.
• Ensure complex queries are escalated without delay.
• Maintain a high-quality user experience even when AI can’t help.

This approach leads to:

• Higher user satisfaction
• Seamless bot-to-human transitions

Step-by-Step Guide to Configuring Human Handover #

Step 1: Enable Human Handover Toggle
Navigate to the Bot Goals interface. Select Human Handover and toggle it ON to configure conditions for handover. #

Step 2: Select a Prebuilt Scenario
Choose from predefined conditions under which the bot will trigger a handover: #

1. Contact Request (User wants to speak to a human)
   • Trigger: User explicitly asks to speak with a human.
   • Example Phrases:
     • I want to talk to a human
     • Can someone real help me?
     • Connect me to a person
2. Lack of Information
   • Triggered when AI does not know the answer or lacks relevant knowledge.
   • No custom examples needed.
3. Failed to Resolve Issue
   • Triggered after multiple unsuccessful attempts by the bot to resolve the same issue. Max retires – 2 
   • No examples required.

Step 3: Configure Post-Handover Actions  #

Customise what happens once the bot hands over the conversation:

• Assign Conversation to a User
  • Choose a specific user to assign the conversation
  • Optional: Skip assignment if the contact already has an assigned user.
• Create a Task
  • Checkbox option to create a task for the selected user.
  • Default task description: “will be created by AI”
  • Due date: 24 hours from trigger.
• Notification Management for Assigned user 
  • Go to Settings > My Staff.
  • Choose the staff member who will receive the notification.
  • Navigate to Notification Settings.
  • Enable:
    
  • When a conversation gets assigned to me
  • When a task gets assigned to me
• Send a Closing Message
  • Default message: “Thank you! Someone from the team will get back to you.”
• Bot Pause Behaviour
  • Put the bot to sleep for a specific duration after handover.
• Create Tags
  • Default tag: human_handover

Important Notes: #

• You can configure a maximum of 3 handover actions per bot.