Event: Bot Handover

Overview

The Bot Handover event is triggered when the bot is unable to handle a conversation and requires human assistance. This event allows automation rules to be executed whenever human assistance is needed, ensuring that conversations are seamlessly handed over to a human agent when the bot can't provide an answer.

Conditions

This rule is applied at the workspace level. Therefore, no additional conditions are currently required.

Actions

Actions define what happens when the conditions are met.

Assign to Agent

Assigns the conversation directly to a selected agent when the bot handover event is triggered. This ensures that the conversation is handled by a specific agent, typically used for specialized cases or priority handling.

Distribute to Available Agents

Automatically assigns the conversation to agents who are currently within their configured working hours or shift schedule. This ensures that only eligible agents receive conversations based on availability settings.

Distribute to Agent based on Online Presence

Assigns the conversation to agents who are currently online. This helps ensure faster response times by routing conversations only to agents who are actively available at the moment.

Example

Scenario

Ensure conversations are distributed to specific agent.