Picking Up the Conversation After Your Chatbot Finishes
While Chatbuddy can easily handle the routine questions and transactions the bulk of your customers require, exceptions can still happen. Customers might need to talk to someone to clarify something about your products, or they have an issue your chatbot can’t address.
Don’t worry, because that’s why we have a human takeover feature that makes it easy to switch to a human operator when your customer needs that little extra.
But it’s important to remember that once customers ask to speak to someone, unless someone is there to answer them, they will be waiting until your staff takes over the conversation personally.
Here’s how to do that.
Human Takeover Triggered by the Customer
Remember that conversations with your staff on your Facebook Page will always show under the Main tab. Conversations with your chatbot will show up under the Done tab.
Whenever a customer asks to talk to a human being, the conversation will move from the Done tab, to the Main tab, where you can address it personally. You will get a Facebook notification on this so that you don’t miss it!
IMPORTANT TIP: If you wish to set up an email or SMS notification to make doubly sure you won’t miss a critical customer interaction, talk to our agents and we can set you up with that.
Once you are done and are ready for your chatbot to continue the conversation, simply move the conversation to the Done tab.
1. Click the drop-down menu that says Main.
2. Select the conversation that needs to be returned to the chatbot's management.
3. Click the Move to Done button on the top right corner. The chatbot will receive the request and continue the conversation from the human operator.
Human Takeover Triggered by You
You can also monitor your chatbot interactions with your customers. This means that there may be times you might want to personally take over a chatbot interaction. Perhaps you want to provide some extra information, or extra care.
To do that, go to your Facebook Inbox’s Done tab.
1. Click the drop-down menu that says Done.
2. Select the conversation you wish to take over.
3. Click on the Move to Main button (or Move to Inbox in other interfaces) located near the top right corner. Your chatbot will receive the signal and stop chatting with the user.
4. Continue the conversation with the user in the Main tab.
Once you are done and are ready for your chatbot to continue the conversation, simply move the conversation to the Done tab.
1. Click the drop-down menu that says Main.
2. Select the conversation that needs to be returned to the chatbot's management.
3. Click the Move to Done button on the top right corner. The chatbot will receive the request and continue the conversation from the human operator.
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