Transferring conversations between bots and human agents is a key feature in app.chitchatbot.ai. It ensures seamless communication, faster resolution of queries, and a better overall experience for your users.
Why Transfer Conversations?
Transferring conversations can:
- ✅ Resolve complex issues by letting human agents step in when a bot can’t fully assist.
- ✅ Enhance the customer experience by ensuring smooth handovers and avoiding confusion.
How to Transfer Conversations to a Human Agent
When you transfer a conversation to a human agent:
- The bot will be disabled for that conversation, ensuring the human agent has full control.
- Once the human agent finishes, you can switch back to the bot if needed.
Method 1: From the Inbox
- In the Inbox, start typing a message directly—this will automatically transfer the conversation to a human agent.
- To switch back to bot automation, simply click the robot icon.
Method 2: From the Contacts Section
You can transfer conversations to human agents or bots for one or multiple contacts:
- Go to the Contacts section.
- Select the contact(s) using the checkbox.
- Click on the Actions button > click More Options
- Choose either Transfer conversation to human or Transfer conversation to bot from the expanded menu.
Method 3: From the Flow Builder
To automate the transfer of conversations within a chatbot flow:
- In the Flow Builder, add an Action block.
- In the Action block, select Inbox.
- Choose either Transfer conversation to human or Transfer conversation to bot.
Pro Tip: Use this method to automatically escalate high-priority queries to human agents without manual intervention.
Key Points to Remember
✔️ You can add actions to buttons for example you could include a “talk to human” button which transfers the chat, you can also use another action to assign it to specific user.
✔️ Switching to a human agent is essential for complex or sensitive issues. Switching back on automation when humans are no longer needed.
By using these transfer options in app.chitchatbot.ai, you’ll ensure that your customers always get the right help at the right time. Let us know if you’d like help setting up your first transfer flow!
