Handing over automated chats to human agents

Under the Connect tab, you can define how the handoff between ChatCreate chatbot and your human agents happens.

This is for situations when ChatCreate should handoff the conversation to a human agent or when ChatCreate doesn’t know how to answer a customer’s question so it needs help from your human team members. This will happen when someone writes something totally random to the bot like “seröognseöorginaöoeignr” or when a customer clicks “talk to a human” button in the Livechat like displayed in the example below.

If you go under your customer support tool connection tab, under "personalise" you can manage how the handoff to human agents happens or doesn't happen. 

This is what each thing means.

Handoff type:

“Handoff Type”

This is where you define what happens in general when people are needed.

1) Hand conversations to human agents

This means that whenever ChatCreate needs to bring a human agent into the chat, it tries to reassign the chat to a human team member. The way it works is that ChatCreate first checks if any human agents inside zendesk are “available” then it reassigns the ticket to them based on the rules that you have setup in Zendesk.

Thank you:

This is the message that the bot will display to the customer if there's no live agents available to pick up the chat. It should be something along the lines of “Thanks, I’ve passed along our chat to the team and they will get to you within x amount of time. You can continue chatting with me or close this chat”

Agent joining

In ChatCreate you can customize the message it shows to the customer while it tries to bring in a human team-member. If you delete it, then the chatbot doesn’t display anything to the customer. It’s up to you to decide what sort of message you’d like to display there. We recommend having something like “hang on a second until one of our human agents jumps in”. Please note that this message will only be displayed to the customer when any human agent inside your team has marked themselves as available to pick up chats.

Ask for email

The following messages will be displayed to the customer when no human agents are available to pick up the current customer chat. In that case ChatCreate will create a ticket together with all the chat history it has had with the customer so your human agents can pick it up at their own pace. 

This is the message that bot will ask from the customer in case they haven’t updated their contact information in the zendesk chat window already. You can customise this message to your own liking but please keep in mind that the user needs to leave appropriate contact information after this message. So it should be something along the lines of “Looks like none of our human agents are available to help you out immediately. Please leave us your email so we can get in touch with you”

When the customer responds, the answer is stored together with the ticket so you know how to get back to the customer.

2) Give users other ways to contact. 

Choose this one if you don't actually ever use human agents to provide support inside chat. In this case the bot will just send the message you have defined under "contact us" when human attention is needed to the chat.