How to setup Human Support Contact Form

• How to setup Human Support Contact Form
• Where can set it up?
• What It Is For?
• Human support options
• How It Works?

In some instances, your chatbot may encounter questions or issues that it cannot resolve. During such moments, it's crucial to provide a seamless transition for users to reach out to human support. This feature ensures that your customers always have access to the assistance they need, enhancing their overall experience.

Where can set it up?

From the main ChatLab administration page, select Chatbots in the main menu, click on selected chatbot, select Settings and scroll down to Human Support.

What It Is For?

The Human Support Handover feature is designed to:

• Allow users to contact human support when the chatbot is unable to answer their questions.
• Ensure that complex or sensitive issues are handled by a human representative.
• Improve customer satisfaction by providing a safety net for unresolved queries.
• Provide an offline communication channel for users to reach human support via email, ensuring their queries are addressed even outside of business hours.

Human support options

• Message encouraging user to contact with human customer support - this is the message that will show up on human support form that aims to encourage your users to enter their email and message
• Automatically show human support contact form after X messages - if enabled human support contact form will show up automatically after X messages from the chatbot
• Automatically show human support contact from when user may need it - chatbot will automatically detect situations when the contact with human support is needed and will propose it to the user, the form will be shown also when user explicitly asks to contact human support
• Human support email - when the user submits human support form, the message will be sent automatically to this email address - please provide the email address where you want to receive requests from your users
• “Thank you” message after submitting the form - will show up after user submits a form
• Require Privacy Policy consent for Human Support- ensures that users agree to your Privacy Policy before they can request to be transferred to a human support agent within the chat

How It Works?

Human support form looks as follows when turned on in the chat:

When enabled, the Human Support Handover feature works as follows:

1. Trigger Conditions:
• If auto detection is enabled:
• The chatbot will display a human support contact form when it encounters questions it cannot answer.
• Or when users explicitly request to contact with a human.
• If “Automatically show after X messages” is enabled:
• the chatbot exchanged x messages with the user, the contact form will be displayed after the x’th message
• User clicks on the envelope in the top right corner

1. Contact Form: The contact form will prompt users to fill in their email address and a message describing their issue.
2. Email Notification: Once the form is submitted, an email containing the user's details and message will be sent to the human support email address defined in the settings.