AIE-16 How Do I Trigger A Human Rollover In A Conversation Stage?

Modified on Sun, 6 Oct at 10:15 AM

Welcome to the guide on triggering a human rollover in a conversation stage. This is a great feature to allow you to take over a conversation if you would like to jump in, or the employee needs help.

1. Click here

Select the employee you wish to enable an action for.

2. Navigate to the stage you wish to edit

Navigate to the stage where you wish to add the action in.

3. Click "Trigger Actions"

Access the "Trigger Actions" menu

4. Click "Add Action"

Select the option to add a new action

5. Click "Human Rollover"

Choose the "Human Rollover" action

6. Click "Add"

Scroll down to the human rollover skill select the add button.

7. Put the instructions here

Fill in the context of when this should execute. For example,if the customer needs assistance or wants to speak to a human or representative.

8. Click "on"

If you wish the AI Employee to message the customer that they are being transferred make sure this setting is enabled.

9. Click "Absolutely! I'm happy to help you. I'm handing off now to one of our representatives who can assist you further. One moment please."

If enabled, this is the confirmation message that will be sent to the customer to confirm it is transferring the conversation to a human.

10. Fill "on"

If you just want to be notified without letting the customer of the transfer turn this off.Notice the confirmation message has been removed.

11. Click "on"

If you wish to enable SMS Easy Reply, check this box. SMS Easy Reply is only available in the United States and Canada. This feature will forward a picture of the full conversation to a person you specify for the human roll over. This will allow the person to understand why they are needed. All they need to do is simply reply to the notification, and what they replied with, will be automatically routed to the customer on the other end. The customer will not know the difference!

12. Fill "on"

If you wish to enable SMS Easy Reply, toggle it to on.

13. Click "+1"

Then put the phone number of the company representative you wish to notify with the conversation, so they can easily reply.

14. Click ""

In the next box, you can type a message that will accompany the notification. An example maybe, The AI Employee needs your help with this customer.Feel free to add as much info you see necessary.

15. Click "Save"

Save the changes by clicking "Save"