Agent Transfer Node

This node is to enable or allow customers to connect with a human agent in the below cases:

  1. Bot failing.
  2. The user opted to connect with the agent.

Agent handover node is to support the chatbot in case there is any complex query that is not covered in either structured journey or not trained on the chatbot or there is a need for a customer to connect with an agent.

When to use

Businesses can provide an option to connect with the agent if they have a need for customers to connect with an agent. For instance: For post-sales support, the customer wants to connect with an agent to file grievances regarding a product that they purchased and needs to connect with an agent to file it.

How to use

The agent handover node is available on the Action & Prompts menu and can be dragged and dropped on the canvas for use.

Agent Handover Node