Situations
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      Setting up Handoff

      It is possible to hand off a chatbot conversation to a staff member. Here’s how to set up this feature in your chatbot.

      Check out this video:

       

      Also, check out the Tips & Tricks for setting up Handoff and the Frequently Asked Questions about Handoff.

      Handoff

      Sometimes you may want to take over certain conversations from the chatbot to chat live with the end user. To set this up, go to Pulse in Watermelon, open the desired chatbot, navigate to Situations, and then select Handoff.

      Business hours

      You can specify whether the chatbot hands off conversations outside of work hours:

      • Use the toggle at the top to enable or disable handoff outside of work hours.

      • Click Edit here to set or change the opening hours.

      Screenshot 2024-11-18 at 08.58.45

      Adding instructions

      Add instructions to tell the chatbot what to do during a handoff. These instructions can include a message that the chatbot sends before a staff member takes over the conversation.

      Example of instructions:

      During working hours:

      If someone wants to speak to a staff member, let them know you will connect them and that it may take approximately 1 minute for a response.

       

      Outside working hours:

      If someone wants to speak to a staff member, inform them that handoff is currently unavailable because no colleagues are available. Advise the end user to send an email or try again during work hours.

      Setting triggers

      Triggers are words or phrases that prompt the chatbot to hand off a conversation. Examples of triggers:

      • speak to a staff member

      • request a quote

      • speak to Pete

         

      • file a complaint

      Important considerations:

      • Triggers automatically recognize words in any order and account for potential spelling errors.

      • The context of the conversation is taken into account when recognizing triggers.

      • Each trigger must be added individually. Use the plus icon in the top right corner for each new trigger.

      Configuring handoff

      For each trigger, you can specify where the conversation should be handed off:

      • New: The conversation will appear in the general inbox.

      • Specific user: Hand off the conversation to a specific staff member.

      • Team: Hand off the conversation to a team, such as Sales or Customer Service.

       

      Here is an example of how this looks in practice: