Human Takeover Option 🤝

When the Human Takeover option is active, the following happens:

1. Optimization:

   • If enabled, the request is sent only if the message sent by the user is longer than 3 characters and contains at least two words. This optimization prevents mistaken requests.

2. Handling Conversations:

   • Conversations to which the chatbot was able to answer correctly are marked as read and moved to the bottom of the Inbox list.

Confirming Human Takeover

When the user confirms the human takeover or if it is automatic, the following occurs:

1. The conversation is marked as unread and moved to the top of the Inbox.
2. Any future user messages in the same conversation sent within 10 days of the human takeover, and without an answer from the chatbot, will trigger agent notifications.

Agent Notifications 🚀

• Email Notifications:
  • If agents' email notifications are active, an email notification is sent to the agent assigned to the conversation, or if the user's conversation is assigned to a department, to the agents assigned to that department. Otherwise, it is sent to all offline agents.
• Push Notifications:
  • If push notifications are active, a push notification is sent to the agent assigned to the conversation, or if the user's conversation is assigned to a department, to the agents assigned to that department. Otherwise, it is sent to all offline agents.
• Text Message Notifications:
  • If text message notifications are active, a text message is sent to the agent assigned to the conversation, or if the user's conversation is assigned to a department, to the agents assigned to that department. Otherwise, it is sent to all offline agents.

No Repeated Requests

• No human takeover requests within 10 days of the human takeover will be sent in the same conversation.
• The follow-up message, offline message, and subscribe message are activated.
• If queue settings are active, the queue or routing is activated.

Manual Human Takeover - Dialogflow Only

You can manually trigger the human takeover by creating a new Dialogflow Intent with the following Custom Payload response:

{ "human-takeover": true }

The manual takeover automatically notifies agents via email and leaves the conversation marked as unread.

To manually send a human takeover request, use the chips rich message with ID sb-human-takeover.

Example:

[chips id="sb-human-takeover" options="Human support,Cancel" message=""]

Manual Human Takeover - Nulu AI Only

The human takeover can be requested manually by the user explicitly asking to contact a human agent. This setting is active by default. This setting is not compatible with the gpt-3.5-turbo-instruct model.

WhatsApp, Messenger, Telegram, and Other Messaging Apps

To make the human takeover request work on WhatsApp, Messenger, Telegram, and other messaging apps, you need to create a new Intent with human-takeover as input Context, nothing as output Context, a list of the user's most common confirmation messages as Training phrases (e.g., ok, yes), and the following Custom Payload response:

{ "human-takeover": true }

This ensures that the human takeover process works seamlessly across different messaging platforms.