Agent Handoffs - Other Platforms
Agent handoffs refer to the transition of a conversation from an automated bot to a live agent. In essence, it is the process by which a chat initiated on a platform like Whatsapp is transferred and handled by a professional agent through a different platform, in this instance, Zendesk.
You can also use this for automation processes that require human intervention. For example, if a user wants to cancel their subscription, you can use this to transfer the conversation to a live agent who can handle the cancellation conversation, then transfer the conversation back to the bot so that it may cancel the subscription.
Currently, our Agent Handoff module is in its BETA phase and only accessible on-demand. To gain access to this service, you need to reach out to our team. Reach out to our sales team to request on-demand access to the BETA. Just click here (opens in a new tab)