The human takeover feature can be activated from Settings > Artificial Intelligence > Human takeover. It can be triggered automatically when the chatbot fails to understand a user's message or manually when a user explicitly requests to contact a human agent.

General Information

• Activation: When human takeover is activated, the chatbot is automatically disabled for as long as the last human agent who replied to the conversation is online. If no agents have responded yet, the chatbot remains active. After activation, the chatbot will resume, but no default fallback messages will be sent within 10 days if it doesn't know the answer to the user's question in the same conversation. You can force a Dialogflow message by adding the custom Payload value "force-message": true to the Intent.
• OpenAI Chatbot: The OpenAI chatbot is disabled for 10 days and remains inactive even if the agent is offline.
• Reactivation: The chatbot is fully reactivated when the conversation is archived or deleted.
• Slack Integration: If using Slack, no messages will be sent if the chatbot knows the answer. Once human takeover is active, all conversation messages are sent to Slack.
• Automatic Activation: Human takeover is activated automatically when a human agent replies to a user.
• Compatibility: The human takeover feature is compatible with OpenAI and will continue to function even if the Dialogflow chatbot is deactivated.
• Disabling Chatbot: To fully disable the chatbot on human takeover, check the option Human takeover > Disable chatbot.
• Existing Takeover: If human takeover is already active, it will not be reactivated, and the human takeover message will not be sent. The fallback message will be sent instead.

Human Takeover Option

When the human takeover option is active:

• Request Optimization: Requests are sent only if the user's message is longer than 3 characters and contains at least two words to prevent mistaken requests.
• Conversation Status: Conversations correctly answered by the chatbot are marked as read and moved to the bottom of the Inbox list.
• User Confirmation: When the user confirms the human takeover, or if it is automatic:
  • The conversation is marked as unread and moved to the top of the Inbox.
  • Future user messages in the same conversation sent within 10 days of the human takeover, without a chatbot answer, will trigger agent notifications.
  • Notifications:
    • Email: Sent to the agent assigned to the conversation, or to agents assigned to the department, or to all offline agents if no specific assignment.
    • Push: Sent to the agent assigned to the conversation, or to agents assigned to the department, or to all offline agents if no specific assignment.
    • Text: Sent to the agent assigned to the conversation, or to agents assigned to the department, or to all offline agents if no specific assignment.
  • Message Activation: Follow-up, offline, and subscribe messages are activated.
  • Queue Activation: If the queue is active, it is activated.

Manual Human Takeover

Dialogflow Only:

• Create a new Dialogflow Intent with the following Custom Payload response: { "human-takeover": true }.
• Manually trigger human takeover, which automatically notifies agents via email and marks the conversation as unread.
• Use the chips rich message with ID sb-human-takeover to manually send a human takeover request. Example: [chips id="sb-human-takeover" options="Human support,Cancel" message=""].