Human Handover, How and Where to use?

This node allows you to disengage the chatbot and hand over the conversation to a human agent.

Once you are within the Chatflow interface you will be able to see the "Human Handover node" under the Basic Message category on the right hand side of the page.

How and Where to use?

  • The node prior to this node should be a Basic Message Node. This basic message node should be connected to an Interactive Button Response Node or Interactive List Response Node from where the customer can choose the option of talking to the live agent. You can write "We are connecting you to our live agent" on the basic message node.
  • Click on the Human Handover Node from the Node's Drawer on the right side of the screen
  • hh node.jpg
  • Connect this node with the basic message node
  • Now click on the Human Handover node in the canvas it will select the node and also open a properties drawer on the right side of the screen. This drawer will allow you to change the settings and properties of the selected node.
  • On the property drawer the first property is "Node Title". This allows you to rename the text written on the node. This helps you to identify the purpose of the node in the chatflow. The text written on the node title does not get printed in the conversation.
  • For this example we will enter "Live Chat" as the node title. Once a customer chooses Customer Support then the message which is in the basic message node will appear. After that the live agent can take control of the chat. hh node1.jpg

Below this you will be able to see "Additional Options"

Additional Options

Mark Node as Start Node

When you select this option, the chatbot will consider this node as the starting message of the conversation.

Mark as end node

If you checkbox this, the chatbot will consider this node as the end message of the conversation

Assign enquiry at this step based on a preset rule

On choosing this option, automatically your inquiries will be assigned to your team members based on some preset rules. You can distribute the leads from "Lead Management" option in Settings and select "Lead Distribution Rules"

Skip this message while going reverse in chat flow through “#” response.

If a customer wants to go reverse in a chatflow instead of going forward he can do so by replying with a "#". This feature gets enabled on checkboxing this option.

Stop Auto-Reminder after this message

There are certain settings in our chatflow which allows you to send automated reminders to your customers. You can enable this from the Settings option located at the bottom of the Chatflow interface. If you do not want the auto reminders to be sent for a particular message then you can select this option.

Re-send message on invalid response from user

If the customer sends a message apart from the expected message then using this option you can send the same message again so that the customer can understand which type of response you want from him.

Jump to the next message

When you checkbox this option, the chatbot does not wait for the user to respond. It directly jumps to the next message