When the Human takeover option is active, the following happens:
- If enabled, the request is sent only if the message sent by the user is longer than three chars and contains at least two words. This optimization prevents mistaken requests.
- The conversations to which the chatbot was able to answer correctly are marked as read and moved to the bottom of the Inbox list.
When the user confirms the human takeover, or if it is automatic, the following happens:
- The conversation is marked as unread and moved to the top of the Inbox.
- Any future user messages in the same conversation sent within ten days of the human takeover, and without an answer from the bot, will trigger agent notifications.
- If agents’ email notifications are active, an email notification is sent to the agent assigned to the conversation, or, if the user’s conversation is assigned to a department, to the agents assigned to that department; otherwise, it is sent to all offline agents.
- If push notifications are active, a push notification is sent to the agent assigned to the conversation, or if the user’s conversation is assigned to a department, to the agents assigned to that department; otherwise, it is sent to all offline agents.
- If text message notifications are active, a text message is sent to the agent assigned to the conversation, or if the user’s conversation is assigned to a department, to the agents assigned to that department; otherwise, it is sent to all offline agents.
- No human takeover requests within 10 days of the human takeover will be sent in the same conversation.
- If AiX > Settings > Message > Follow-up message is active, the message requesting the user’s email is sent only if the user does not have the email.
- If AiX > Settings > Messages > Offline Message is active, the offline message is sent only if it is not office hours or if all agents are offline.
- If AiX > Settings > Miscellaneous > Queue is active, the queue is activated.
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