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Setting Up Human Handover

Fatma Sayed
Updated

Human Handover seamlessly integrates human agents into your chatbot interactions, allowing them to take charge of conversations within the Inbox section. This feature ensures a smooth transition from automated responses to personalized assistance by human agents.

 

Human Handover message 

Human Handover message allows your agents to take over the conversation with users directly and handle it personally within the Inbox section. 

Handover (1).png

How can a conversation turn into a Handover chat?

When can conversations become human interactions between agents and users?

  1. Agents can take over anytime:  Customer service agents can open a conversation manually at any time from the inbox and start communicating.
  2. Customers can ask for a human: Customers can directly request to speak to a representative, either by saying so or using a special button.
  3. Bot can sense when to hand off: The bot can be set up to automatically transfer to a human if it detects certain keywords or tricky situations.

Please note that only agents with an 'Inbox Seat' are authorized to engage in conversations and provide assistance.

 

Setting Up Human Handover

To set up Human Handover, follow these steps:

  1. Create a “Human Handover” flow.
  2. Navigate to the “Human Handover” flow.

Navigate to the “Human Handover” (2).png

  1. Click on the “Handover” message.

Click on the “Handover (1).png

 

Customize the Handover Message.

Customize the Handover Message. (2).png

  1. Select "Hulul Inbox" as your "Secondary App".

Secondary App (4).png

Note: For optimal experience, we recommend assigning Hulul Inbox as the Primary Receiver. However, if you have a Facebook or Instagram page, you can transfer control to another app like the Facebook Page Inbox or Instagram Inbox, and even take control of a conversation from another app when necessary.

  1. Choose the team (optional).

Assignation Setup: 

  • "Select Team" connects users to online agents. 
  • "Unassigned" lets agents manually pick up unassigned conversations.

You can create a team through the Bot Settings tab> Team Manager> Rules.

Team (10).png

 

If you have multiple teams and want to assign conversations to all teams, select "Unassigned" and enable "Auto Assign Conversations" in the settings. This will assign the conversation to one of the available agents, giving priority to those agents with fewer conversations.

  1. Set the handover request timeout:

You can set a time limit for agent response before returning to the bot.

Timeout (3).png

  1. Customize the "Return to bot" button.

Briefly inform users they're connecting with an agent (e.g., "An agent will be with you shortly, click the button below to return to bot")

Notification: The user is informed about the transition to a live agent (e.g., "You're now on handover mode, click the button below to return to bot")

Back to (3).png

Note: You can edit both the notification message and the button text as needed.

  1. Define the out-of-service message.

Add a message that appears to users when they request handover outside agents’ working hours.

Out of service (3).png

 

You can set agents’ working hours through the Bot Settings tab> Team Manager> Rules.

  1. Add keywords (optional) and click enter.

Add keywords that automatically return the conversation to the bot if typed by users.

Keyword (3).png

After you create a handover message, add a text message below it to guide users back to the bot and offer buttons or quick replies for specific flows. You can apply Go to flow to a specific flow.

_text message below (2).png

 

Human Handover Output

Users receive a notification about the transition to an agent,  (e.g. "You're now in handover mode, click the button below to return to bot" - customizable).

Output 1 (2).png

If it's outside working hours, they will receive an out-of-service message.

Output2 (3).png

 

What happens after it turns into a Human Handover mode?

After entering Human Handover mode, consider the following:

  • The bot flow pauses until the user clicks "Return to Bot" or an agent interacts.
  • If agents are online, users wait for their response.
  • If agents are offline, users can return to the bot or wait for an agent's response at the next available time.

 

FAQ and Troubleshooting

1. Why Has My Bot Stopped?

Once the Human Handover message is triggered, users will have to wait for an interaction with an agent. So it is normal that the bot "stops" until an agent takes over the conversation.

The flow will continue only if users click on the "Return to Bot" button.

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