Allow your Team to Take Over the Conversation

Your chatbot can delegate a conversation to an agent sitting behind the real-time chat interface of our HITL module. This system is built into Botpress, which makes it easy to implement as part of your solution. This is something we highly recommend in our conversational design best practices because it increases customer satisfaction.

The HITL module is designed for small teams who want to get started with conversations handoff. Each collaborator of your workspace has access to the HITL module to act as an agent. The Human-in-the-Loop module allows each agent to see which conversation is assigned to who. If it's unassigned, they can assign each other conversations to ensure nothing falls through the cracks.

During the course of a conversation with an end-user, the chatbot will gather some information that can be stored in variables. Once the chatbot delegates, these variables will be available to the agent with any notes previously added by a colleague. This is what we call ''Prime Delegation''. The agent doesn't have to start from scratch; the chatbot sends some valuable insights his way.

To delegate the conversation to an agent, you need to add the built-in action somewhere in your workflow. It's fast and easy to add and it doesn't require any other integration. You just drag and drop a block in your workflow and select the built-in action available in the dropdown of ''execute code''.