Human Takeover

When the option Human takeover is active the following happens:

• If enabled, the request is sent only if the message sent by the user is longer than 3 chars and contains at least two words. This optimization prevents mistaken requests.

• The conversations to which the chatbot was able to answer correctly, are marked as read and moved at the bottom of the Inbox list.

When the user confirms the human takeover, or if it is automatic, the following happens:

• The conversation is marked as unread and moved on top of the Inbox.

• Any future user messages in the same conversation sent within 10 days of the human takeover, and without an answer from the bot, will trigger agent notifications.

• If agents email notifications are active, an email notification is sent to the agent assigned to the conversation, or, if the user's conversation is assigned to a department, to the agents assigned to that department, otherwise it is sent to all offline agents.

• If push notifications are active, a push notification is sent to the agent assigned to the conversation, or, if the user's conversation is assigned to a department, to the agents assigned to that department, otherwise it is sent to all offline agents.

• If text message notifications are active, a text message is sent to the agent assigned to the conversation, or, if the user's conversation is assigned to a department, to the agents assigned to that department, otherwise it is sent to all offline agents.

• No human takeover requests within 10 days of the human takeover will be sent in the same conversation.

• If Settings > Message > Follow up message is active, the message requesting the user's email is sent only if the user does not have the email.

• If Settings > Messages > Offline Message is active, the offline message is sent only if it is not office hours or if all agents are offline.

• If Settings > Miscellaneous > Queue is active, the queue is activated.

Manual human takeover

• You can manually trigger the human takeover by creating a new Intent with the following Custom Payload response: { "human-takeover": true }.

• The manual takeover automatically notify agents via email and leave the conversation marked as unread.

• To manually send a human take over request use the chips rich message with ID sb-human-takeover. Ex. [chips id="sb-human-takeover" options="Human support,Cancel" message=""].

WhatsApp, Messenger, Telegram

The make the human takeover request work on WhatsApp, Messenger, Telegram you need to create a new Intent with human-takeover as input Context, nothing as output Context, a list of the user's most common confirmation messages as Training phrases(e.g. ok, yes) and { "human-takeover": true } as Custom Payload response