Live Chat Settings
All the configuration settings for the live chat i.e ensuring that the agents are not overburdened with the chats or defining the timeline within which the agents needs to respond
What parameters can I configure?
Agent Availability:
You will be able to define the availability of the agents to ensure that the agents are available to speak with the visitors as per the request i.e. defining the time or day
What are the parameters to define the availability of the agents?
Below are a few of the parameters that you can configure to define the availability of the agents in Swiftsell;
Human Handover Configuration:
Allows you to configure the action block that would invoke the Human Handover action at a point in the conversation flow, thereby transferring the control of the chat from the bot to the agent
When should I use it?
Transferring the chat to a Human-agent
Involving your support team when the bot does not answer the questions
How do I set it up?
You can follow the following steps to set the Human Handover functionality;
Go to 'Settings -> Live Chat -> Human Handover'
Switch on the 'Human Handover' functionality
Configure the agent availability under 'Operational Hours'
Add teammates in the 'Teammates' tab under 'Settings -> Account -> Teammates'
Create teams through the 'Teams' tab under 'Settings -> Account -> Teams'
Create a bot in the Bot Builder & add a 'Human Handover' action block in the flow
Configure the 'Human Handover' block
What happens when the Human Handover is successfully invoked?
The agents of the team will get the browser notification about the Human Handover action has occurred
The agents will be able to reply to the chat assigned to them from the Live Chat screen
The agents will not be able to transfer the conversation back to the bot and hence this will be considered to be the end of the flow The agents will have to click on 'Mark Done' to close the conversation
What are the different scenarios when Human Handover can fail?
Human Handover is disabled
When no agent is available
When Human Handover occurs beyond operational hours
Upon failure of this action block, the failure message configured by you in the action block will be sent to the visitor by the bot
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