Handover settings

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:

1. Select your team, and the chatbot you want to edit.
2. Open the Manage section of the left navigation and click Settings.
3. 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.

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.

Handback passage

If you enable Trigger Passage on Handback, you can select a Handback Passage to send when the user is handed back to the chatbot. If the selected 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.

The handback passage may not always be sent to the chatbot user when they are handed back. Whether the handback passage is sent depends on your chatbot and channel configuration, and which event triggered the handback.

The handback passage will be sent when:

• The live agent types one of the handback phrases in your Handover settings.
• The user types the 'reset handover' debug phrase, and debugging is enabled.
• The integrated channel sends a supported handback mechanism:
  • Facebook Inbox: the user clicks 'done'
  • Khoros: the user clicks 'Close conversation'
  • Sunshine Conversations: the Switchboard returns the conversation to the chatbot
  • Amazon Connect: the channel sends a handback event
  • A non-primary app explicitly sends a pass control event with a handover trigger passage

Some actions the user performs while handed over will directly trigger their own passage from the chatbot. When a user performs an action that will prompt its own a passage in response, the chatbot will not send the handback passage.

The handback passage will not be sent if:

• The user sends another message after their handback period expired. This is treated as a new question.
• The user presses a button or Quick Reply from earlier in their message history, and the chatbot does not have the Prevent User Triggered Handback set.
• The user sends an event on a channel with Messenger silent handback enabled.

If you want to always send the handback passage when a handback event is triggered, select Always Trigger Handback Passage on Handback Event. The chatbot will send the handback event to the user, even if the user is not handed over from the live agent.