18 Oct 2023: Interruption-free conversations on Turn

Neelke Stadler Updated by Neelke Stadler

The new human-bot handover has launched! This is exciting because it makes uninterrupted conversation a reality.

There are 2 aspects to this feature.

1. Pause all automations when a human takes over

Anytime an operator is helping someone, Turn automatically stops any automations from firing — preventing automations from being automatically triggered during a conversation.

There is an option to reply without pausing the bot, but we strongly recommend taking over the conversation to ensure a helpful chat.

2. Explicitly route to an operator as part of your chat journey

You can now also route the conversation from the bot to a person inside your stacks, using the Route to operator block. This is especially helpful when you want to give your users the choice to skip the bot and go straight to a human.

You can read all the details on what to expect and how to set it up.

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