In this article, we discuss different handover scenarios in AI chatbots. These scenarios help transition customers from the chatbot to human agents when needed, ensuring a smooth support experience.

In certain situations, the chatbot can leave a ticket unassigned, signaling to agents that the ticket requires their attention. This flexible approach allows agents to claim and handle tickets based on their workload and specialization.

How does it work?

Cases that require customer service representative assistance will be automatically pushed to the Unassigned queue. Your support team will see them as below:

What is required?
No additional information is required from your end to proceed with this handover scenario. This is a default AI chatbot setting.

For issues that require agent assistance, the chatbot can pass the ticket to a designated agent for further assistance. This ensures that customers receive personalized attention from the right agent.

How does it work?

Cases that require customer service representative assistance will be automatically assigned to the specific agent

What is required?
To set up the following handover scenario, we just need you to provide the user_id or user_name.

Assigning escalated tickets to a team of agents instead of a single agent can be more effective. This way, team members can access the ticket pool and assign tickets to themselves based on their availability and expertise.

How does it work?

Cases that require customer service representative assistance will be automatically assigned to the specific queue. Your support team will see them in the general group view:

What is required?

To set up this handover scenario, we just need you to provide the team_id or team_name.