Human Handover

Sometimes you need to pass control of the chat to a human to talk to your chatbot user. The Human Handover expected response immediately hands control of the chat to the messenger service you have integrated (such as Meta Messenger) for your livechat agents to control.

You can configure the handover to:

• Send a passage instead of handing the user over if it's outside your organisation's business hours.
• Provide a transcript summary to the livechat agent. You can configure:
  • A predefined summary using variables and constants.
  • A generated summary using an LLM Usage.

As the handover does not require or wait for your chatbot user to respond, you should use the bot message to inform the chatbot user they are about to be transferred to a livechat agent. If you want to ask the chatbot user whether they want to talk to a livechat agent, create a separate passage for that where the "yes" option starts a passage with the Human Handover expected response.

Send a passage when outside business hours

By default, the handover option immediately hands the chatbot user over to a livechat agent. You can configure the handover to start a passage instead when it's outside your organisation's business hours.

1. Make sure you have configured business hours for your organisation.
   The business hours should be relative to your chatbot's timezone. See General settings.
2. Click Create in the left navigation, then click Conversations.
3. Click the conversation with the passage you want to edit.
4. Click the passage you want to initiate a handover from.
5. Select the Human Handover response.
6. Select Handover only during Business hours.
7. Select the set of Business hours to use.
8. Select the Passage or logic to start when it's outside business hours.
9. Click Save.

Provide a transcript summary

You can provide a summary of the chat transcript when handing a chatbot user over to a livechat agent. The summary helps the livechat agent quickly understand the chatbot user's situation without having to read the whole conversation.

By default, the human handover option does not provide a transcript. You can configure:

• A pre-defined summary using variables and constants.
• A generated summary using generative AI.

Add a predefined summary

You can create a predefined summary to provide the livechat agent. Predefined summaries can use variables, constants, and any entities that were used in the passage's training phrases to add dynamic information.

You can test your summaries using your Testbot logs.

To add a predefined summary:

1. Click Create in the left navigation, then click Conversations.
2. Click the conversation with the passage you want to edit.
3. Click the passage you want to initiate a handover from.
4. Select the Human Handover response.
5. Select Predefined transcript summary.
6. Type the summary to send to the agents.
   Type @ to add variables, constants, or entities. Only entities that were used in the passage's training phrases are available.
7. Click Save.

Add a generated summary

A generated summary uses generative AI to generate a custom summary unique to each chatbot user's interaction with your chatbot. 

You will need a handover transcript summary task configured for your chatbot with a compatible connector.

The default prompt generates a summary in the format of: Purpose, Agent, Actions, Outcome, and Sentiment, which indicates whether the user was happy with the bot's responses. You can customise this prompt in the usage. 

You can provide additional information or instructions to the prompt that are specific to this passage, such as information about the type of conversation this passage belongs to, or the values of variables that have been set during the conversation.

Generated summaries are never visible to your chatbot users, but they may indirectly impact your chatbot users' experience when they are handed over to your livechat agents. Test your generated summaries thoroughly using your Testbot logs before you publish your changes. Generated summaries may take several seconds to appear.

To add a generated summary:

1. Make sure you have a handover transcript summary task.
2. Click Create in the left navigation, then click Conversations.
3. Click the conversation with the passage you want to edit.
4. Click the passage you want to initiate a handover from.
5. Select the Human Handover response.
6. Select Custom LLM-generated transcript summary.
7. Add any additional instructions or information in the Additional Prompt field.
   Type @ to add variables, constants, or entities. Only entities that were used in the passage's training phrases are available.
   These additional instructions only apply for handovers initiated from this passage. To customise the prompt used for all handovers from your chatbot, click the Primary prompt link to edit the usage prompt in a new tab.
8. Click Save.