Live Chat - Human Handover
planned
K
Kevin ManKuan
Is possible when bot reply with "I don´t have the answer of this question", instead send an alert message to my Telegram group? the Alert message contains the Question of the customer so we can know inmediately there need a human support, then that Alert message contains the link of the related chat, we just click on that link to give our best reply that the chatbot can not do it.
Rafal Zawadzki
Kevin ManKuan At the moment you can accomplish something like this by creating an Action that tells the AI to send a message to Telegram.
We'll be adding Action templates soon so this ideally will be enabled with a checkbox.
Riaz Rahman Milton
When can we expect to have this Feature Human Takeover as Jake Said it should work by that way, we are struggling with this things. Everybody want AI or Automations but still there is many point where AI can't provide the answer so in that case if there is no option to request for live agent real time Takeover then there is huge possibility we will lose a potential customer and nobody want to lose a customer due to their advance chat which can't handover the chat to live agent and the business owner have to check every message to find and answer where the chatbot failed and in that point if we have to do the things like that then there is no point using AI chatbot!
J
Jake
100% would love this feature, one of the main things I was on the fence about before purchasing compared to other products. As you mentioned below, implementing live chat as a dedicated, new feature would be no issue, and if handover is seamless such as customer types "talk to someone" this can go straight to live chat feature.
Rafal Zawadzki
hi Jake, what would you expect to happen
on your side
when a customer types "talk to someone"? Implementing a live chat feature is one thing, but we're now drafting how connecting the two humans should work. For example:- customer may need to wait for live agent to become available
- live agent may need to be notified of a waiting customer
- ...
Looking for the simplest solution that covers many bases at once, to make this system uncomplicated but effective for everyone.
J
Jake
Rafal Zawadzki:
Hi Rafal,
Thanks for your speedy response and looking into getting this feature implemented.
So based on using a quite a few live chat systems in my time, I'd recommend it works something like this below.
Bear in mind I understand a live chat intergration can be made into something very complex so for now simplist solution, something maybe in this flow?
1) Customer talks to AI Chatbot as usual
2) Customer requests "talk to someone" OR if agent is online & customer repeats question >2 times (i.e. not getting desired response - ask "Would you like to be connected to an agent? - Yes/No buttons"
3)-IF an agent is online (maybe through a web portal) : Chatbot initiates connection
On end users side: "Connecting, Please wait while we try to connect you"
On back end side : "User is requesting Live Chat" - Give options of Accept or Decline buttons
-IF accepted by agent - connect through
On end users side: You're connected to [Name], please wait while we review your enquiry
On back end side : User connected - Agent can read history of AI conversation to get insight of customers enquiry & start typing/chatting..etc
-IF declined by agent - OR if waiting for set amount of time before no answer[allow customisation]
On end users side: We're unavailable at this time, please contact us by [allow customisation here]
I'd say thats the most basic process, then if you could addon to this experience, I'd recommend things like:
- Allowing attachments so users can send pictures/screenshots to the agent
- Run active checks -
End user side: Agent is typing message
Back End: Customer is typing message
(to know if customer is active/online)
- Show key important messages to keep the end user informed (preventing client frustration) [i.e. You are number 3 in the queue]
- Profile picture - allow agents to display their own image
- On back end side - show useful/important information such as IP Address/Location/Source/Referral URL
To top this off if you really wanted to make it this live chat feature stand out, I'd recommend a system whereby agents can respond
to live chats on the move - it's something so critical that most systems dismiss - so if you could allow agents to be able to reply via communication methods such as WhatsApp or even your own Chatwith IOS/Android app that would be incredible.
Kind Regards,
Jake
Rafal Zawadzki
Jake: thanks, that's super helpful!
Rafal Zawadzki
planned
S
Steve Marks
This is a must have for most of my client base. I look forward to seeing this added in the very near future.
J
Jakaro
It's sad to see that even with more than 50+ votes, and 2 months, still this is not marked as planned ? Still under review ?
Will your review ever come to end ?
Rafal Zawadzki
Hi Jakaro, "under review" means that we're deciding how to scope the feature, not that the request has been denied.
Vincent Arcon
We work with several e-com brands in the cosmetics industry, where visitors very often need personalized advice. When we talk to them about the chatbot, it's always the first question they ask us: is it possible to take back control of the conversation initiated with the chatbot? It's the only thing that stops us from deploying the bot.
Are you planning to introduce this functionality in the near future?
Rafal Zawadzki
There's a high chance that for now we will decouple the "live chat" part and focus more on the "fallback scenarios" part of this request. Seems like it's more important to provide a fallback than to make it specifically about live-chatting with a human operator. What do you think?
Andi Riza
Rafal Zawadzki: I've been dealing with CRM systems for years. From the implementation of Customer Service Chat to now the implementation of Chatbot AI. And from the research we conducted, ChatBots that are not accompanied by access to Human CS tend to be more frustrating for customers, which has a negative impact on the company's brand. Chatbots are good for Pre-Sales and Knowledge Based, but when customers need further information, the presence of a Human Agent is very necessary.
So the flow is from customer >> chatbot >> live agent (if the customer requests communication with the agent) >> form/email (if outside the live agent's working hours). Usually live agents are part of the CRM System, Ticketing for Customer Complaints.
Rafal Zawadzki
Andi Riza: Very insightful! Thank you for sharing.
At the moment the "fallback" scenarios (eg. provide support email, create support ticket, respond with a link to chat) can be easily implemented using our existing features like the system prompt or Actions.
Therefore, with the additional context you provided, I'm thinking of switching gears to:
- Document how to provide fallbacks using existing features
- Implement live chat as a dedicated, new feature
MrDefix
Rafal Zawadzki: In the first development phase, please be add the ability to add custom html/js as shown in the image below. Then it would be possible to run a script etc. on the site(NB! must be triggered in site not in AI Assistant window) in the AI Assistant window to continue with customer support if the AI assistant could not help.
Of course, this development can be added to the "Message suggestions" section instead. Abiliti to add some button/link etc?
In the next phase, it would be very good to be able to respond to the customer himself(real human) if necessary, if he urgently wants it :)
Long experience in customer communication shows that, as a rule, people are impatient and don't even know how to ask AI the right questions :) So these extras should definitely be - Human Handover and Custom HTML/JS options to add some triggers..
Ilustria OÜ
Rafal Zawadzki: One thing is clear, if the Chatbot can't answer or doesn't know the answer, then something needs to be started or offered to the customer - that's a fact.
First step: Offer a button that something happens when pressed - custom JS/HTML/LINK etc
Step two - Live chat with him
Step three - You loosing your customer and thats it, becose three click for customer is too much :)
J
Jakaro
Rafal Zawadzki: then why asked for our votes if our vote has no value ?
Seems like you have no intention to listen to your users FEEDBACK
Ilustria OÜ
Yep, thats must have. And also options to set multiple mode: run code, email link etc. Just like in MrDefix comment picture!
Andi Riza
A human handover agent is a must-have feature if you want to compete with similar chatbot applications.
Vote +1
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