05 Nov 2024: Seamless handover between a human and a bot

Neelke Stadler Updated by Neelke Stadler

Based on your feedback, we are removing the automatic responses and emoji from the human-bot handover feature.

Since we've launched the ability for a human to take over a bot-conversation without getting interrupted, one of the most common pieces of feedback was to remove the automated messages and the human emoji🧑‍🦰.

  1. When ending a human conversation:
    "🧑 Glad to have helped, I’m available any time. I’m going to resume the bot now."
  2. When resuming the bot:
    "🤖 Welcome back! The person has left and now you’re chatting with the bot again."

We've listened and made the following updates:

We are giving you full control over the handover experience

Going forward:

  • When an operator takes over the bot-conversation, no emoji will be sent. The message as typed by the operator will be sent as is. No interference.
  • When the operator hands the conversation back to the bot, there will be no automatic messages sent on their behalf.

This change means the operator (the human) is fully in charge of guiding the user to understand when they are speaking with a human and when they can engage with automated messages (the bot) again, in the way best suited for your audience.

Have questions or feedback about this change? Reach out—we're always here to listen and improve!

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