16 Oct 2024: Improvements to the human-bot experience

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🧑‍🦰. 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 send. The message as typed by the operator will be send 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 to guide 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.

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