JustinGabQ: Can the chat be transferred to a live human agent?
How does that work?
We have 2 ways to transfer the chat to a human agent:
1. Human agents can turn off the auto-reply feature in each conversation and take over that conversation.
2. AI will send a notification to a human agent if AI does not have enough information to reply. Human-agent can click the notification and reply right away.
We also have a CX Genie mobile app to help the human agents get notifications from CX Genie more easily.
Hi, that's where I'm having issues.
I am on your free plan. I created a flow. But I don't know when to trigger a human agent notification? I want that when the AI chatbot is not able to answer the questions, then an email should be triggered. How to create this type of flow?
The bot will automatically send a notification to human agent in the dashboard or notify in the App when there is no knowledge to answer the question.
Or, you can set up a specific message flow. So, you can start a flow with e.g. Talk to Agent, you can then add the "Alert Agent" component. This way, when a user within the conversation says something like "talk to agent" it will notify the live agent available.
An example of a message flow:
1. Start the flow by naming it something like "Talk to agent"
2. Select the "Notify Agent" component in the flow and connect it to the "Talk to agent" component.
This way, when a user within the conversation says something like "talk to agent" it will notify the live agent available.
If you have more questions, or want to discuss something even more specific, please feel free to join our Whatsapp community where we have a User Support group to discuss any and all questions, thoughts, enquiries. Here is the link: https://chat.whatsapp.com/FT0znCYI3422vUJ88P9vsO