Automatically forward a conversation to an employee

For some questions you want the chatbot to directly forward the conversation to an employee. This can be set in conversations and in the question and answer pairs.

When using this feature you will take full advantage of the hybrid model of the Watermelon platform and you'll ensure that your customer always gets the help that is needed.

This article wil start with how to set up this feature in conversations.

How does it work?

  1. Add a multiple choice answers module to your conversation

    Schermafbeelding 2019-03-01 om 15.10.55.png 20.09 KB


  2. Then select the button where you want to activate the automatic forward. If the visitor chooses this button he or she will be forwarded to an employee. You will now see a blue arrow appear below.

    Select_action.png 31.06 KB


  3. Click on the arrow and select the Forward to an employee action.

  4. The final step is to add an End conversation module. Enter the text that your clients will see before they are automatically forwarded to an employee. You can, for example, request information which the employees need to help your client even better.

FAQ

This is easier with the FAQ module. After completing the question variations and the corresponding answer you can check a checkbox to send the visitor to an employee as shown in the image below.

Forward to an employee in the FAQ

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