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Handing off a chatbot conversation to an employee

It is possible to have the Pulse chatbot forward a conversation to an employee. In this article, you will learn how to set this up.

It may occur that you want to take over certain conversations from the chatbot to engage in live chat with the end user. To set this up, navigate to Pulse in Watermelon, then open the chatbot where you want to configure this. Go to Situations and then to Handoff.

Here you will first set up the instructions. In these instructions you give the chatbot instructions on what to do when the conversation is handed off. We distinguish between the action from the chatbot during business hours and the action from the chatbot during out of office

An example:

If someone wants to speak to a human agent, let them know that you will transfer them and that it may take up to 1 minute to answer. See example below:

User: I want to speak to an employee.
Assistant: No problem, I'll hand you off to one of my colleagues. We usually respond within one minute.


Then you will set the triggers. These are the messages that an end user can send to which the chatbot can recognize that he or she wants to speak to an employee. 

 

Examples of triggers:

  • Talk to employee
  • Receive quote
  • Talk to Peter
  • Report complaint

 

For each trigger you can now set where the conversation should be handed off to. This can be:

  • The "New" inbox, from where the conversation can be picked up by every employee
  • Assigning it to a user (if someone specifically asks for a particular colleague)
  • Assigning it to a team; for example the sales team for a quote or customer service for a complaint

The chatbot is able to recognize when the sentence is formulated differently. The end user therefore does not have to literally use the trigger before transferring to an employee.