Learn how to configure the transfer of a chatbot flow conversation to a human agent.
This process ensures that the customer receives the necessary support, even when the chatbot is unable to resolve the demand on its own.
Step-by-step to configure assistance transfer
To configure the assistance transfer, you need to have three default blocks within your flow:
Block 1: Intended to carry out the transfer.
Block 2: Where the assistance will take place.
Block 3: Conversation closure.
Follow the tutorials below to learn the complete configuration.
Block 1: Creating the transfer block
Click "Add content" and select "Conversation actions" > "Transfer conversation".
Choose the transfer type "Human assistance".
Select the type of assistance:
Commercial service: If the intention is to attract new customers or convert business opportunities. In this case: Enter the Group ID or User ID information.
These details can be obtained from the support team. Contact Zoe, our virtual assistant, and follow the conversation flow until she transfers the service to one of our analysts.
Simply click the icon in the lower-left corner of the Customer Cloud and start the service.
Support service: If the focus is to resolve customer doubts or problems. In this case: Define the group or agent to which the transfer will be made.
Email: The inclusion of the email variable is mandatory and is already selected by default.
If you want to receive more information from the customer, click "Add new". You can include the variables: Customer's phone: <? $phone ?> or Customer's name: <? $name ?>
Transfer message: Define the message to be sent. Write something like "We are transferring you now".
Block 2: Assigning assistance
Create a block called "Assistance".
Click "Add content" > "Data entry" > "Open field".
After creating it, return to the "Transfer assistance" block and, under "Destinations", choose Block Assistance.
Block 3: Conversation closure
Create the last block and name it "Closure".
Click "Add content" > "Conversation actions" > "End of conversation".
Write a closure message, such as: "Thank you for contacting us".
After creating it, return to the "Assistance" block and, under "Destinations", choose Block Closure.
Done! Now you know how to configure the transfer of bot assistance to a human agent.
Next, see some information that might be helpful.
Identifying errors in the transfer
One way to identify possible errors in the transfer is to observe the behavior of the end messages in the flow.
If you configure an end message, it should be sent after the transfer is successfully completed.
When your chatbot is published, check if the conversation is being correctly transferred to a human agent in the commercial service.
After the transfer, the conversation should remain with the agent until they finish it. Only after that should the conversation return to the chatbot flow.
If the conversation returns to the chatbot before being finished by the agent, this may indicate that the transfer flow is not working correctly.
Ensure that the agent completes the service before the return to the chatbot to guarantee a continuous and uninterrupted flow.
If this happens, this behavior suggests that there may have been an error in the transfer, such as a problem with the connection to the service group.
Monitor these signs to quickly identify and resolve issues, ensuring a smoother experience for the user.
If this error occurs, you can take the following actions to try to solve the problem:
01- Check agent availability
Confirm if there are agents available in the service group to which the transfer was directed. If there are no agents available, the user will enter a waiting queue.
Consider adjusting the agents' availability settings or configuring a waiting queue to avoid the immediate return to the chatbot flow.
02- Review the integration settings
Check if the integration with the service system is correctly configured, including the API data and group ID.
Restrictions on transfer to groups with WhatsApp access
It is important to highlight that the transfer of conversations can only be carried out to groups that have access to the WhatsApp line. Verify if the destination group has the necessary permissions and is properly configured to receive transfers via WhatsApp.