What is Human Handoff?
Human Handoff is a feature that automatically detects when the conversation should be handed off to a human agent and then transfers it to your team. This may include situations beyond your AI Assistant's capabilities, such as questions outside the Knowledge Base's scope or when a customer specifically requests to be connected with your customer support team.doesn't require any further action on your part to recognize the intent to transfer a user to a human agent.always trigger Human Handoff, you can set them as triggers.video version and want to see it in action, head straight to YouTube:
VIDEO
Example use case Let’s use the example of Helpful Macintosh, an AI Assistant from MacShop, an online Apple products reseller.
MacShop's logo The owner of MacShop was going through conversations between Mac and her customers and she noticed that her users frequently ask about invoices, shipment status, and refunds.
How to set up Human Handoff 1) Go to Settings and scroll down to the Human Handoff section
2) Enable Human Handoff
3) Select Working Hours and Days After we enable it, we can change the Working Hours. Let's change them from 9 to 4.30 PM. We can change the time zone as well.
And next up, we can change the Working days. Let's add Saturday.
We’re only going to have a day off on Sundays then!Write your Message outside Working Hours Next, we can set a message for outside Working Hours, informing users when human agents are unavailable.
5) Specify the Question you want to ask before the Handoff
6) Specify the Confirmation message Next, we specify the confirmation message to be sent after Human Handoff is triggered.
7) Turn on AI Summary If we turn it on, each conversation which ended in Human Handoff will be annotated with a short note summarising what happened in the conversation so far.
8) Optional: Set trigger Keywords Here, you can input keywords that will always trigger Human Handoff.not required , as Human Handoff automatically detects the user's intent and triggers the Handoff if necessary.
However, if you know for sure that there are certain keywords which should always trigger Handoff, you can specify them here.invoice , receipt , and delivery status , because we know that these are the cases that our AI Assistant doesn’t have permission to handle.Set up email notifications You can set up email notifications to always receive one when Human Handoff is triggered in one of your AI Assistant’s conversations.
And that’s it!
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