Live Agent handoff - add support for pure chat handoff
T
Technical Publications
I would like to request a hand off the conversation to a pure chat agent. It should take the email and name collected at the start of the chat and initiate a connection to pure chat.
Scenario:
Customer enters email and name to engage the ai bot.
Customer says "I need to speak with someone"
Bot says "To confirm, you wish to speak to a live agent"
Customer confirms
Bot uses the email and name in the designated pure chat fields for email and name and initiates the pure chat connection
Anmol Verma
Hello! Thank you for your feature request. To clarify, are you seeking a live agent handoff function integrated with an existing platform like Zendesk or Salesforce? Or are you interested in an in-app solution where the entire process is handled within the Botsonic platform?
R
Ross Garretson
Anmol Verma Yes! Handoff to Salesforce Live Chat..... and the rep would be in SF to manage the back and forth. I understand the advantages of staying in Botsonic and maybe sending the transcription after the fact, but to get us started and reduce the swivel chair and change, it would be great where SF could take the conversation and allow the CSR to manage it there. Plus, we have the benefit of using their existing status and omni rules where everyone knows they are on a chat.
Francesco ZAZZA
Anmol Verma up to you, I'm looking for an handoff solution. Internal or external. We are using Salesforce. Thank you