A: Hello,

Thank you for your question regarding the integration of Chatbot Builder with Crisp. This is a crucial point, and I'd be happy to clarify the workflow.

The integration works by embedding the Chatbot Builder widget directly onto your website. It doesn't directly interact with the Crisp frontend widget that your users see. Instead, the magic happens on the backend through our Human Handover feature.

Here's the typical workflow:

A user interacts with your website and initiates a conversation with the Chatbot Builder bot.

The bot will attempt to answer their questions based on its training data.

If the bot cannot answer a question, if it detects a specific trigger (like a keyword for a support request), or if the user asks to speak with a human, the Human Handover feature is activated.

The conversation is then seamlessly handed over to Crisp.

At this point, the entire conversation history from the chatbot is pushed into your Crisp account. A new conversation is created, and you and your team will see the full context of the user's interaction.

You or someone on your team can then take over and respond to the user directly from your Crisp dashboard.

Essentially, Chatbot Builder acts as your first line of defense, handling routine queries and freeing up your team. When a conversation requires human intervention, the bot intelligently hands it over to your Crisp account, ensuring a smooth transition and that your team has all the information they need to assist the user.

I hope this provides the clarity you were looking for! Please let us know if you have any further questions.