Anytime during the chat, if a guest asks a complicated query twice or requests to talk to the staff, Bot will either:
Reply with a Sorry message and inform the guest that the conversation is being transferred to an agent via ezConnect.
Inform the customer that as per their request, an agent/staff member has been informed, and they will get in touch soon (via ezConnect).
NOTE: For customers who don’t have ezConnect, Bot will provide the business contact information for the guest to get in touch directly.
To see how this works, watch the following video:
What happens after the handover is complete?
Once the handover for a complicated unanswered query is complete, the guest can continue the conversation with the Bot for any further questions or requests.
As the agent handover feature is integrated with ezConnect, simultaneously:
1. A notification within ezConnect informs staff that they have received a Bot conversation handover.
2. Inside the SmartBot Inbox, a notification pops up for the handover conversation, informing the user about the handover and giving the option to switch to ezConnect.
Staff can view the full context of the conversation in ezConnect. Staff can then engage with the guest via the ezConnect number.
Below: ezConnect view of the agent handover (creative representation)
