In some cases your chatbot may be unable to answer all questions from your user and that is the best moment for your chatbot to handover the conversation to the human support. To allow users to contact human support please follow the instructions below:
Enable Human Support in the chatbot settings
After enabling this setting the chatbot in certain situations described below will display Human support contact form:
After filling out, users email address and a message will be sent to the human support email address that is defined in the human support settings.
Human support form will be displayed in following situations:
- The user clicks on the envelope button in the chatbot top bar:
- Autodetection setting is enabled and The chatbot detects there is a need to show human support contact form ( lacks knowledge or user requested explicitly)
- Force display contact form is enabled and X messages have been exchanged between user and the chatbot (see details below)
Setup the detailed settings of Human Support contact form:
- Message encouraging user to contact with human support - this is the message that the chatbot will display to your users to encourage them to contact you
- Automatically show the human support contact form after X messages - this allows you to force showing the human contact form after the Xth message from the chatbot
- Automatically show human support contact from when user may need it - this enables the autodetection of the situations when the contact with the human support may be necessary. In case AI detects such situation (ie user explicitly asks for it or the chatbot doesn’t have knowledge to answer user’s question), the chatbot will first ask user if the user wants to show the human support contact form and if user confirms, the contact form will be shown
- Human support email - this is the email address to which the human support requests will be sent
- “Thank you “ message after submitting the form - this is a message that will be displayed after the user submits the human support form