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Human Takeover block

Dilyara Updated by Dilyara

The Human Takeover block an improved and minimalist version of our classic Human Takeover block.

It does the essential: assigns the conversation to online agents if available, and if not, allows the flow to continue.

Tip: If the HumanTakeover block v2 is not the one you are using in your bot, just delete the block and create it again, and you will be able to access the newest version πŸ˜‰

For Web

The Human Takeover block allows your agents to take over the conversation and handle it personally.

Once the Human Takeover block is triggered (and there is an agent online), the visitor can wait for an interaction with a live agent πŸ‘©πŸ»β€πŸ’»

Agent Status 🚦

The agents' status can be set as Online, Busy, or Offline.

Depending on the status of your agents, the Human Takeover block will be triggered in different ways, as we will explain in this article.

  • Online βœ…

Conversations automatically assigned to agents.

Agent's status is considered online when the agent is logged in.

Once you have a new visitor that reaches the Human Takeover block, the conversation will be automatically assigned to the online agents you select.

  • Offline ⛔️

Conversations must be manually assigned to agents.

Landbot considers offline an agent that is logged out of Landbot at the moment.

When agents log into Landbot again, it will be possible to access all the unassigned conversations in the Chats section, and assign them manually.

Note: In case the agent's status is set as Busy, the new conversations will not be assigned automatically to them, but they can still be manually assigned to the agent from the Chats section.
Tip: If you want to send a notification to warn your agents that there is pending chats regardless of the agent's status, place an Email Notification block or a Slack Notification block right before the Human Takeover block πŸ˜‰

Human Takeover Output

Please keep in mind that once the Human Takeover block is reached and there are Online Agents, the visitor will have to wait for interaction from the agent.

If agents are online: If the agent's status is online, the bot flow will stop at this point. The blocks that come after the Human takeover block will not be triggered.

If agents are offline or busy: The flow will continue.

Assignation Setup

The Human Takeover block assigns the conversation to one of your online agents without asking any additional questions or performing any actions.

Select the agents to assign: It is possible to specify what agents will handle the incoming conversations of a bot. If you don't choose any agents in specific, the conversations will be assigned randomly to the online agents.

If there are no online agents, the bot will continue the flow.

What happens when an agent takes over the conversation?

1. What happens to the avatar?

When an agent takes over the conversation, the avatar of the bot will be changed for the avatar of the agent πŸ˜ƒ

Final view in Landbot 3:

Final view in Landbot 2:

2. What happens to the Header of the bot?

After the agent takes over the conversation, the header will show the avatar of the agent, and the text "A human at" + the name of your company.

Final view in Landbot 3:

So before the agent took over the conversation, the header looked like this:

And after the agent stepped in:

Final view in Landbot 2:

So before the agent took over the conversation, the header looked like this:

And after the agent stepped in:

Please note that in this case, the header will appear with your agent's name, and the phrase "A Human at + the name of your bot.

NOTE: It is possible to customize the text that appears when the Human Takeover happens, in the Settings > Custom System Messages section of the bot.

4. How can the user interact with the Agent?

When the Human Takeover happens in a bot for Web, a text input field will appear for the user.

NOTE: For bots in Landbot 3 (web) , if there is a Human Takeover happening, when you close the chat, the input field of the user will be removed from the bot in that moment.

After closing Chat:

For Whatsapp

This block behaves exactly the same way as in the Landbot (web) version.

Note: The design, avatar, input field (etc) will be the ones provided by Whatsapp and the setup will not change.

For Messenger

This block behaves the same way as in the Landbot (web) version.

Note: The design, avatar, input field (etc) will be the ones provided by Messenger and the setup will not change.

FAQ and Troubleshooting

1. Why has my bot stopped?

Once the Human Takeover block is triggered, the visitor will have to wait for an interaction with an agent. So it is normal that the bot "stops" until an agent takes over the conversation.

The flow will only continue if the no agent is online.

2. Can I follow up on users when they go offline?

It is possible to follow up on users when they go offline, by enabling this option in your account settings.

This means that when the user closes the chat or leaves the conversation during a Human Takeover interaction, if an email address was provided (saved as the variable @email in the bot), the agent can still write to this user from the Chats section, and the user will receive this message as an email.

The User will be able to reply to this email directly from his email, and his reply will appear in the corresponding chat in the Chats section, where the agent can continue the conversation.

Please have in mind that this interaction is limited to a maximum of 3 messages per conversation.

To enable this option, click on your avatar in the lower left side of your Dashboard > Company > Choose the option Email follow-up for offline contacts and save your changes.

By default, the follow-up email will be: the_name_of_the_company@landbot.emailΒ  and is not customizable

How did we do?

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