Sometimes you may still need to hand off a conversation to a human being. This might be necessary if the chatbot doesn't understand the user, or if the request can't be automated due to a sensitive nature (and therefore requires human intervention).
In such cases, the bot should recognize when it needs to hand off the conversation and provide the user with a smooth transition. The Agent Handoff activities in UI Builder make it easy for you to incorporate bot-to-human handoff from the designer canvas when designing your conversational AI solution.
This document provides an overview of live agent / bot-to-human handoff. The following are covered:
Below you will see a sample end-user experience for a typical out-of-the-box live agent integration with your website chatbot:
The standard out-of-the-box end-user experience may depend on the specific live agent system you are using and their level of support for each.