Hand chats to agents
Pass a chat from the bot to your team when a customer needs a person.
When a chat is handed over, it waits in the queue for an agent, and the bot stays quiet in it until someone resumes the bot.
Before you start
Section titled “Before you start”- Owner or admin role in Soosh
- Optional: a team to hand chats to
The ways to hand over
Section titled “The ways to hand over”When the customer asks for a person. Create a keyword reply with words like agent, person, human and choose Transfer to Agent as the Response type. The customer gets the reply’s message, then the chat is queued.
At a step in a flow. Add a Transfer step to a bot flow. Choose the Team, write the message the customer gets, and a note for agents.
When the AI can’t help. In Settings > Bot settings > AI assistant, turn on Hand over to a person and choose:
- Hand over to: a team, or Any available agent (general queue).
- When to hand over: your own rules, like refunds and complaints. The AI always hands over when a customer asks for a person.
- Message to the customer and If no agent is online: what the customer is told.
Agents see a note in the chat saying who handed it over, and the AI’s summary.
By hand. In a chat, click Transfer to Agent (the headset icon) at the top. The customer isn’t told.
Give the chat back to the bot
Section titled “Give the chat back to the bot”Open the chat and click Resume chatbot, or click Resume next to it on the Queue page. The customer isn’t told.
Result
Section titled “Result”Handed-over chats show in the queue, and agents pick them up. Outside business hours, customers get your out of hours message instead, and the chat isn’t queued.