Your AI agent for WhatsApp handles most chats alone, but a person should step in when the customer asks, the topic is sensitive or the bot does not know. Here is how the handover works and what to do.
Who it's for: agents who work alongside an AI agent. Screen: your inbox.
Before you start
- This applies if you have an AI agent connected to your channel. If you handle everything with people only, you don't need it.
- Whoever administers the account sets up when the handover triggers. As an agent, what you need to know is how to recognize it.
How it works
When someone writes something like "I want to talk to a person", "agent" or "support", three things happen at once:
- The conversation is marked with a label that switches the bot off. From then on the AI agent doesn't reply again in that conversation.
- It's assigned to the relevant team.
- They get an email alert so nobody depends on watching the screen.
You can also do it by hand at any time: apply that same label and the bot goes quiet.
Steps
- The alert reaches you, or you see the conversation appear in your inbox.
- Open it and read upwards. The bot has already talked to that person: it has context, details and sometimes the problem half solved. Starting from scratch is the fastest way to annoy someone who has already explained everything once.
- Introduce yourself. Let them know there's now a person on the other side.
- Handle it as normal. The bot won't interrupt you.
- When you finish, Resolve («Resolver»).
What you see when you're done
The conversation is resolved and keeps the label, so in the reports you can see how many times a person was needed. That number is useful: if it rises a lot, the bot needs to learn something new.
Outside service hours
The bot keeps handling what it can. If someone insists on talking to a person in the middle of the night, it replies with your service hours so they know when to expect an answer.
The conversation is still assigned and waits for you in the morning, with its email alert. It doesn't get lost.
If something goes wrong
- The bot replied once more after the handover: it can happen if it was already writing its reply at that very moment. It's not serious; carry on from there.
- Nobody received the email alert: check that the team has valid email addresses and that the alert is set up in the rule.
- The bot keeps replying: the label wasn't applied. Apply it by hand in the panel on the right.
- The conversation arrived but wasn't assigned to anyone: which team it goes to hasn't been set up, or that team doesn't have automatic distribution.
When to ask 24/7 Support for help
If the customer asks for a person and nothing happens, if the bot keeps replying with the label applied, or if the email alerts never arrive. 24/7 Support: https://whatsappmarketing.zendesk.com/hc/es