Escalate to a Human Agent
complete
NAG OC
If the bot can't answer, transfer the conversation to a human agent who can provide personalized assistance. If the agent is offline, tell the client that they will be reached soon via email and ask them to provide their name and email if they have not provided it in advance.
If the client asks another question and the bot can't also answer. What would be the best workflow in this scenario?
We should not assume the client will ask only one question and that's it.
Genie CX
complete
Genie CX
You can now escalate to a Human Agent by combining "Trigger by action" and "Condition Components" to set up a complete process. See how to do it at: https://documents.cxgenie.ai/others/escalate-to-a-human-agent
Hiền Nguyễn
We have updated this in the workflow module. You have a block condition to check if the agent is online, an automatic ticket creation block, and a block to notify the agent. Please use these blocks to create your own flow.
Charaf Eddine Lamlih
and the alerts would be great, I am waiting this features to subscribe
Hiền Nguyễn
in progress
D
Danilo
What can be done is to enter keywords to trigger human assistance, for example:
Talk to a person
Speak with attendant
These words must be in the language the user prefers.
On the admin panel, receive a notification that the user wants to speak to an attendant.
J
Jake
This is definately a crucial element that would be great to have- maybe merged with this feedback - https://cxgenie.canny.io/feedback/p/implement-ways-to-trigger-the-human-to-ai-handover-automatically-when-the-ai-fai
If the bot is unsure and replies "I'm unsure about this, do you want me to hand you over to an agent who can help?" - If types "Yes", check if agent is online (or app online) - if they are online, handover "Ok, I'll just pass you through to them now" - Could you do a little "ring" or notify sound on the phone app and web app so an agent knows there waiting.
Exactly as NAG OC mentioned, If an agent is offline, reply back saying something like "No agents are available at the moment, please let me know your e-mail address and someone will be in touch" - I guess you could intergrate this nicely with the ticket system to (maybe add a optional setting) - "No agents are available at the moment, would you like me to raise a ticket?" If "Yes" automatically grab the whole conversation - add it into a ticket and mark it as pending.
Hiền Nguyễn
planned
NAG OC
Regarding this request:
If the bot cannot provide an answer, the workflow should be as follows: first, check if the agent is online; if not, create a ticket for the user. If the agent is online, transfer the chat to them; if they do not accept the chat within specific minutes, a ticket should be created.