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›Handover How To​s

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    Design How To​s

    • How to use timers
    • How to integrate with Zapier
    • How to increase web widget engagement
    • How to use Conditions
    • How to set parameters using buttons
    • How to send conversational reviews
    • Count sessions per Channel or Widget
    • How to use entities instead of multiple intents
    • How to handle multiple inbound messages
    • How to branch your chatbot
    • How to capture user input
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    • How to clear the Flow web widget
    • How to create an Arabic speaking bot
    • How to create and manage multiple chatbots
    • How to create buttons
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    • How to handle unknown input
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    • How to reset your password
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    • How to engage with customers using SMS
    • How to import contacts
    • How to test your WhatsApp chatbot
    • How to use Messenger m.me links
    • How to do multi-channel design

    Code How To​s

    • Code actions best practices
    • How to trigger channel specific flows
    • How to use math in a bot
    • How to create a location-aware bot
    • Create Parameters with Cloud Code Actions
    • How to use quick replies in code actions
    • How to add a delayed opening to the web widget
    • How to build a chatbot quiz for WhatsApp
    • How to catch API errors within Code actions
    • How to verify user input
    • How to check if an object property is undefined
    • How to create a dynamic opening based on the part of t…
    • How to create a Dynamic URL
    • How to create a Webview
    • Handle images in 3 steps
    • How to retrieve data from a database
    • How to connect with an external database
    • How to route back to the last flow
    • How to route your chatbot based on numeric input
    • How to send a confirmation email
    • How to send chatbot data to a database
    • How to send emails to multiple recipients
    • How to create Google maps images
    • How to use QR codes
    • How to use Javascript Comments in actions
    • How to send emails
    • How to store Parameters
    • How to capture and validate an address
    • How to find your Organization ID
    • How to work with dates
    • How to integrate with Wordpress
    • How to check if the user is on mobile or desktop
    • How to trigger bot events based on the page
    • How to combine functions in Javascript
    • How to set profile attributes

    Handover How To​s

    • Fallback
    • Chatbot Handoff How to nail the bot to human handoff
    • How to pause and resume a bot in Front
    • How to Enable or Disable Push Notification
    • How to hand over to a human agent
    • Send text versus trigger event
    • How to setup handoff with Front
    • THow to trigger flows inside Front

    Other

    • Audience
    • Projects
    • Analytics
    • Data retention

How to hand over to a human agent

Switch from your bot to an agent

A bot is great for relative simple questions, marketing purposes or more complicated work flows but there will always be questions where the bot is better off by handing the question over to a human agent. This can be the case when is not trained for that specific question or if the bot is not trained well enough to understand the intent.

This article will show you how this hand-off, or takeover works in 3 steps.

1. The Unknown

Let's start with a new flow and call it "Takeover", "Unknown", or "Hand-off". Then drag & drop the unknown trigger onto your canvas. When the bot does not understand the question it will trigger this flow.

2. Manage expectations

Use a text reply to manage expectations of your end user. Will the bot create a ticket or is there an agent on it's way to help? And what is corresponding time frame?

handover

3. Follow up by an agent

To follow up by an agent can be done in multiple ways. This depends on your current processes but in every process it is important to show your agent that there is a new takeover required. Let's discuss a couple of options.

  1. Email ticket

Within in flow.ai it is possible to capture the question of the user, their first name, email and other contact details. The captured data can then be send by email to your service center by using actions.

  1. Existing integrations

Flow.ai allows you to integrate with several customer service tools. Follow the steps within the integration menu to complete the integration. When the integration is complete you can simply use the action 'takeover' to notify the integrated platform. That platform will assign the chat to a general mailbox or agent depending on your rules. Are you using Front? Have a look at setting up a hand-off work flow with Front.

  1. Other solutions

Are you using other tooling? Feel free to contact us as your tooling might be on our backlog. Otherwise capture the required information of the user and combine it with an API call to push the data into you system and create a ticket.

← How to Enable or Disable Push NotificationSend text versus trigger event →
  • 1. The Unknown
  • 2. Manage expectations
  • 3. Follow up by an agent
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