This article explains how to adapt Handoff instructions to the triggers you have set up.
When you have multiple triggers, such as “speak to a staff member", “file a complaint", or “request a quote", it’s important that the Handoff instructions align with these triggers. This ensures that the chatbot understands how to communicate effectively with the end user.
Why are customized instructions important?
When instructions don’t cover all triggers, the chatbot may send unclear or irrelevant messages before handing off the conversation. This can confuse the end user and reduce the efficiency of your team.
By making your instructions comprehensive and specific, you ensure that the chatbot always sends a relevant and user-friendly message.
Writing instructions for multiple triggers
When setting up multiple triggers, it’s important to combine them into the instructions. This ensures that all possible scenarios are covered. Follow these steps:
Step 1: Identify the triggers
Identify the words or phrases you’ve set as triggers. For example:
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“speak to a staff member”
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“file a complaint”
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“request a quote”
Step 2: Write a comprehensive instruction
Combine the triggers into a single clear instruction for the chatbot. For example:
“If someone asks to speak to a staff member, file a complaint, or request a quote, let them know you will transfer them to a staff member.”
Step 3: Test and refine
Use the interactive tester to verify that the instructions align with all the triggers you’ve set up. Adjust them if certain scenarios are not handled correctly.
