Forwarding a chatbot's service to a human agent ensures that the customer receives the appropriate support, even when the bot is unable to resolve the demand on its own.

This functionality acts as a complement to automated service, allowing the customer to be transferred to an attendant whenever necessary, especially in cases that require a more personalized interaction.

The transfer to a human agent can be configured in all types of chatbots available, such as those based on predefined flows, generative AI chatbots or automated triage.

Each of these solutions offers flexibility when it comes to routing the conversation to an attendant.

Routing the service of a chatbot based on flows

In this type of chatbot, which follows a predefined script guiding the user through blocks of messages and specific actions, the transfer of service is configured as an action within the flow, directing the conversation to a human agent when the chatbot is unable to resolve the demand.

To see the full tutorial, go to the article Transferring service from Flow Chatbots to humans

Routing the service of a generative AI chatbot

In this type of chatbot, the transfer is configured as a personalized skill, where the transfer prompt and destination (group or agent) are defined dynamically.

To see the full tutorial, go to the article Add Transfer ability to the AI chatbot 

Routing an qualification chatbot service

Automated triage chatbots are designed to collect information from the user and forward it to the correct group or agent based on the answers given.

The transfer takes place as an action within the triage process, with the possibility of defining a personalized message for the user during the referral.

For the full tutorial, see the article Create Qualification chatbot.