Human Takeover

For landbot (Web)

The Human Takeover block has one objective: allow your agents to take over the conversation and handle it personally.

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

Please keep in mind that the assignation modes and the features in the Human Takeover will work differently according to the status of the agents.

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

BUSY ⚠️

Conversations must be manually assigned to agents + Messages and notification

OFFLINE ⛔️

Conversations must be manually assigned to agents

The agent is ready to step into conversations, so once you have a new visitor that reaches the Human Takeover block, the conversation will be automatically assigned to the online agents.

In accounts with more than one agent, all conversations will be automatically assigned to the online agent if the other agents are busy or offline.

The agents are available, but not ready to handle more conversations in the moment.

When the agents have the status set as Busy, the new conversations will not be automatically assigned, but they can still be manually assigned to any of them from the Chats section.

If all agents' status are set as Busy, it is possible to send an email notification of pending chats, depending on the assignation mode set.

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

If the agents are offline, they are not able to handle the conversations until they log in, so no notification of pending chats will be sent.

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

If you want to send a notification to warn your agents that there is a pending chat regardless of the agents' status, place a 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, the visitor will have to wait for an interaction from the agent. So even if the agents' status is set as busy or offline, the flow will stop and wait for the agent to take over the conversation personally (or contact the visitor afterwards).

There is one exception to this, which is when the Human Takeover block is used in the Custom Assignation flow, with the option "show availability time" enabled. We will explain more about this exception in the Custom Assignation section of this article.

Assignation Setup

Since the conversation will not continue until an agent answers the visitor, it is important to choose how you want to handover the conversation to your agents.

There are 3 types of Assignation setups you can choose from:

Simple Assignation (no flow)

TheΒ Simple AssignationΒ 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, that means, if all agents' status is set as busy or offline, don't worry, you will not loose the conversation. The conversation will remain in the Chats section, as unassigned.

To assign the conversation to one of your agents, you just have to access the conversation, and manually assign it to the agent of your choice.

Default Assignation flow

TheΒ Default Assignation flow has the same characteristics of the Simple Assignation, but with some added possibilities:

1. Question before transferring conversation to online agent βœ…

The bot asks visitors for the reason they are getting in touch before automatically assigning the conversation to an online agent, as you can see in the example below:

2. Email notification for pending chats ⚠️

As you already know, if your agents have their status set as busy or offline, the conversation will not be automatically assigned. And if your agent has the status set as Busy, the bot will ask for the reason the visitor wants to talk to an agent, and send an email notification to tell you that there are pending chats:

You just have to enable this option, and include the email of the agents that will receive the notification:

This is the email notification your agent will receive:

Please note that this email notifications will only be sent if all agents' status are set as Busy.

If there is an online agent, the conversations will be assigned to this agent, and no notification will be sent to the busy agents.

If all agents are offline, no notification will be sent.

Custom Assignation flow

The Custom Assignation flow gives more options to interact with the users when the Human Takeover is triggered.

Please keep in mind that if you enable many options at the same time, they may collide in their functions, since they have similar behaviours.

So our recommendation is to choose one or two of the options, and run tests (with different status of your agents), to see if the interaction suits your needs before having the bot live.

The Custom Assignation follows the same rules than the first ones, but with an added complexity to it to allow you to personalise the flow to your liking:

1. Autoassign to online agents βœ…

As you already know, Landbot will always assign automatically the conversations to the agents who are online when a visitor reaches the Human Takeover block. The trick is that by using this option, you can customise the text sent to the visitor before the conversation is assigned to an online agent πŸ˜‰

2. Ask for the user's email (currently under review)

Landbot users usually ask for the visitor's email before the Human Takeover block is reached. Since this feature is out of use, we disabled it.

So in order to save the visitor's email, please make sure to place a Question: Email block right before the Human Takeover block is triggered.

3. Ask for the reason to get in touch? βœ… ⚠️ ⛔️

Enabling this option, you will be able o customise the questions the bot sends the visitors, according to the agents' status:

(a) When there are agents online βœ…

If there are agents online, you can customise the text you will send the visitor before transferring the conversation. A good practice would be to tell users the average waiting time, or just asking for more information.

(b) When there are no agents online ⚠️ ⛔️

Customise a text for when there are no agents online. This means that this message will be sent anytime all agents' status is set as busy or offline.

A good practice is to place a Close Chat block right after the Human Takeover block when you use this setup. This would stop the bot from "expecting further actions", since there are no agents online. The agents can step in and take over the conversation at any point after this.

4. Show availability time when there are no agents online ⚠️ ⛔️

You can also enable the option to show the availability time when all your agents are busy or offline. A good practice is to set your business working hours so that your visitors know when they can reach out to you.

Currently, this is the only option that allows the flow to continue when there are no agents online.

5. Show the button to restart the conversation if all agents are busy ⚠️

In addition, you can show buttons to Start Chatbot again or End conversation if all agents are busy.

Please have in mind that this option will only appear if you have enabled the Show Availability Times option too.
This feature was thought out to be shown when there are no online agents, so it can only be used when you have enabled the option 4 explained above, and all agents are busy.

Don't forget that it is possible to customise the text in these buttons πŸ˜‰

Please keep in mind that this buttons will also appear when the Agent is having an interaction with the visitor and the agent manually closes the conversation. This can be managed through the Chats section, choosing the option Close Chat.

6. Receive email notification for pending chats ⚠️

Finally, it is possible to send an email notification to your agents when a client wants to speak with you and all the agents are busy.

When you activate this option, you can add your agents' email addresses, (don't forget to press enter to save the emails into the block before proceeding πŸ˜…), and you will be good to go:

This is the email notification that you will receive if all agents' status are set as busy:

For Whatsapp

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

For a list of all the blocks and current functionalities with Whatsapp bots, please check here

For Messenger

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

FAQ and Troubleshooting

1. Can I change or translate the automatic messages sent by the Human Takeover block?

At the moment it is not possible to change the custom messages sent by the Human Takeover block.

2. What happens to the avatar when an agent takes over the conversation?

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

3. What happens to the Header of the bot after an agent takes over the conversation?

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.

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

And after the agent stepped in:

4. Why my agents are not receiving notifications when the Human Takeover block is triggered?

As you could see in this article:

(a) the conversations will be automatically assigned when there is at least one online agent.

(b) offline agents do not receive notifications, since we assume they are unavailable for a longer period of time.

(c) the notifications of pending chats were thought out to be sent to warn busy agents that there are more pending chats.

So if you have more than one agent, please have in mind that the notifications will only be sent when all your agents are busy, that means, when not even one agent is online.

Please check this, and make sure to adapt your agents' status according to the results you expect when the human takeover block is triggered.

If you want to send a notification to warn your agents that there is a pending chat regardless of the agents' status, place a Email Notification block or a Slack Notification block right before the Human Takeover block πŸ˜‰

5. 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 only option to continue the flow is if your bot is set in the Custom Assignation mode + Show availability time when there are no agents online.

6. 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 close the chat or leave the conversation during a Human Takeover interaction, the agent can still write to this user if an email address was provided (saved as the variable @email in the bot).

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 Dasboard > Company > Choose the option Email follow-up for offline contacts and save your changes.


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