Zammo Agents supports handoffs to live agent systems, enabling a smooth transition between virtual and human support. Whether your organization uses Microsoft Teams live agents or Nice CXone (formerly NICE inContact), Zammo makes it easy to connect these systems into your conversational AI experience.
When creating an Agent in Zammo, simply tell it what you want. For example:
“I want this agent to connect to my live agent system.”
Zammo Agents will automatically detect any configured live agent connections that you have set up in your business in Zammo. Currently supported platforms include:
More platforms will be supported in the future as the feature expands.
To connect with a system like Nice CXone, the Agent may request two key pieces of information:
These credentials are typically provided by your developer or IT team. Once supplied, Zammo Agents configures the live agent connection automatically—no technical setup required on your part.
When a user interacting through the webchat channel is handed off to a live agent, control is transferred to the external system managing the live session. Once the live interaction ends, the user is automatically returned to the original bot, allowing the conversation to resume seamlessly.