How does SmartBot agent handover feature work?
The SmartBot agent handover feature ensures that guests receive prompt assistance for complex queries. Bot will either:
The Bot replies with a message apologizing for the inconvenience and informs the guest that their conversation is being transferred to an agent.
The Bot informs the guest that their request has been noted and that a staff member will get in touch soon.
What happens after the handover is complete?
Once the handover for a complicated or unanswered query is complete, the following steps occur:
The guest can continue to ask further questions or make additional requests with the Bot.
Staff members receive a notification, alerting them about the handover.
A notification pops up in the SmartBot Inbox, informing the user about the handover and providing the option to switch platforms.
Staff can view the entire context of the conversation within their system, allowing them to understand the guest's issue fully. Staff can then engage with the guest through the communication platform.