Overview
What is the Handover module?
The Handover module allows your chatbot to pass customer threads to a human Agent for personalized support at the right moments.
Why use Handovers?
Handovers allow your team to engage agents at the right moments, such as when the user explicitly requested contact with a human agent or a case is too complex to be handled via Automation. This is an important part of the configuration of Zowie, as it supports a tailored user experience for your customers.
How to access the Handover module?
To access the Handover Module, navigate to Modules > Handover from the menu bar.
General tab
In the first tab, you can configure some basic behavior of your Handover.
Request confirmation indicates whether or not the user should confirm they want to speak with an agent before Zowie passes the conversation to a human agent. To enable this, simply toggle the setting on.
Then, fill in the Question which will be asked and add the two options.
Finally, complete the Yes caption and No caption. Typically these can be labeled with just “Yes” and “No” but you can adjust the labels to align with your brand voice as needed.
Please remember that you can always modify and change the wording of your configuration.
General tab (continued)
Message which will be sent if the user says yes is a message informing the user that they are currently waiting for a human agent, effectively making the chatbot unresponsive.
Welcome back message is a message thanking the user for contacting customer service, displayed after the user finishes a conversation with a human and comes back to the chatbot.
Welcome back module is the module that the user will be forwarded to after the agent closes the conversation with them.
Time zone selector allows you to choose the timezone for the handover's availability. The default timezone is detected from the workspace admin browser.
Email notifications
If you don't want to miss messages, provide emails which we will notify
In this section, you can add your email address to which notifications will be sent when the user requests contact with a human agent. To enable this option, type the e-mail address and hit enter to add it to the list.
Availability tab
In the Availability tab, you can configure your customer service team working hours. Moreover, it is possible to configure content sent to users when they are trying to contact Agents outside of their working hours.
Configuring availability
If you want to enable availability conditions to Handover, click "Add" in Availability Tab.
Handover status: disabled
When you choose to use Disabled status for your handover, after users contact your team outside of their working hours, they will get notified that the team is off and they can create a ticket or contact you later.
If you want your handover to be disabled for a specific time frame, you need to:
set the time when you do not offer live chat support;
choose Handover status as Disabled;
create content for users informing why the connection with an agent was not successful;
if you are currently using an email ticket creation, you can create a Menu element that allows the user to leave a message by filling in the Survey module.
Handover status: enabled
When you choose to use Enabled status for your handover, after users contact your team outside of their working hours, they will get notified that the team is off now and will get back to them later with the answer.
If you choose the Handover to be enabled for a specific time, you need to:
set the time when you do not offer live chat support;
choose Handover status as Enabled;
set limits to platforms;
create content for users informing the connection with an agent was not successful and that you will get back to them later with the answer;
enable request confirmation of connecting to an Agent later (optional);
configure welcome content when Agent joins the conversation.