Transfer to agent
The Transfer to Agent feature allows you to transfer a customer to an agent. This can be useful if you are unable to resolve the customer’s issue or if the customer would like to speak to someone else.
To transfer a customer to an agent, simply click on the “Transfer to Agent” button. You will then be able to select the category of the customer’s issue and the agent will be able to assist the customer.
The Transfer to Agent node allows the bot to seamlessly hand over the conversation to a live agent if needed. This provides a human touch when the bot reaches its limits.
Some example uses cases:
- Transfer after several failed responses
- Allow user to request an agent
- Connect on sensitive topics like billing
Adding a transfer to agent node is simple, just follow the steps below:
Step 1: In the builder, click "+Add Node".
Step 2: Select the Transfer to Agent node under Live Chat.
Step 3: Select the category from the dropdown menu.
- Select Category: This field allows you to select the category.
- Transfer to Agent: This field when enabled allows you to transfer the customer to an agent.
- Add New Category: This field allows you to add a new category to the list of categories.
Step 4: Click "Save" when done.
The node will transfer the chat to an agent based on your rules. The agent can directly message the user until the issue is resolved.
Important - The agent must remember to resolve the conversation once done to return control to the bot.
Transferring to an agent provides human assistance when needed while keeping the automated bot benefits. This balances automation with personal service!
If you face any issues or queries please reach out to us at [email protected].
