Use the Handover settings to define how your chatbot passes control of the conversation to a live agent, how long the live agent maintains that control, and how the live agent can hand control back to the chatbot.
When you make changes to your chatbot's Handover settings, these changes are stored in the chatbot version. Changes here will not be applied until they are published.
To open the Handover settings:
- Select your team, and the chatbot you want to edit.
- Open the Manage section of the left navigation and click Settings.
- Click Handover.
Handover Existing Users
When your chatbot first goes live, you may already have users in conversation with your live agents in platforms such as Facebook Inbox. To avoid disrupting those conversations, this setting defaults to on: any existing users will not be handed over to the chatbot upon activation.
Human Handover Expiry Period
The number of hours after which the handover expires, and control of the conversation returns to the inGenious AI chatbot.
Handback to Chatbot
When your live agent is ready to hand control of the chat back to the inGenious AI chatbot, they can type one of the Handback Phrases to trigger the handback. Each phrase should be listed on a new line.
When the user is handed back, the chatbot sends the Handback Passage. If the handback passage has Retain previous context conversation turned on, the chatbot will return to the conversation where they were handed over to the live agent.
If you want to prevent the user unexpectedly triggering a handback to the chatbot by pressing buttons or Quick Replies the chatbot sent earlier in the conversation, select Prevent User Triggered Handback. Any buttons or Quick Replies pressed by the user while talking to the livechat agent are ignored.