AI Chatbot Handover to Human Support via Email

A Guide on How to Handover AI Chatbot Conversations to Human Support via Email

Sometimes, your AI chatbot may be unable to answer all relevant questions. This is where a human agent can step in to answer all queries that a chatbot cannot respond to. To allow for users to contact human support, simply follow the steps below.

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Step 1: Go to Dashboard > Actions (⋮) > “Edit Chatbot”

Click on "Edit Chatbot"

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Step 2: Navigate under "Human Handover" tab

Turn on 'Enable Human Handover'

• This would allow for a user to leave a feedback to Wonderchat, if the chatbot is unable to respond to any queries.

Click on "Enable Human Handover"

• Enabling the button below allows for the mailbox icon ✉️ to appear in your chat widget on the top-right corner.

• By clicking on the mailbox icon (top-right corner), a contact enquiry and feedback form would be shown in the chat.

• Customers can fill in the form easily and leave enquiries or feedback.

Mailbox Icon & Contact Enquiry / Feedback Form

Customize Human Support Handover Settings

To make use our robust human support features, you can also configure the following settings below:

Click 'Save' to confirm your changes.

• Handover Request / Escalation Success Message: Once human handover setting is enabled, you can input a short custom request and escalation message to inform users that they can leave a message for human support.

• Trigger for Number of Messages: By enabling this option, you can now automate the ‘leave feedback’ pop-up, which would then allow a user to leave feedback to human support after a certain amount of messages.

• Trigger for Fail to Answer: Setting a number allows chatbot owners to decide when human intervention should be suggested in case AI fails to answer the support queries.

• Contact Emails: This is the email address used to receive the feedback given by your website visitors after they request for human handover. You can also add multiple email addresses so that your chatbot can email all the included addresses to resolve their queries.

• Custom Form Fields: Our Custom Form Fields feature supports four field types: (1) Short Answer, (2) Long Answer, (3) Dropdown, and (4) Media Upload. This allows you to tailor the handover process to your specific needs, improving both customer experience and support efficiency.

Once you have added the relevant information, click on 'Save' to confirm changes.

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Step 3: Receive Inquiry and Feedback Emails From Your Customers

• When a customer fills up the contact inquiry and feedback form on the chatbot, queries will now be sent to your email.

Contact Inquiry and Feedback Form

Sample email received from inquiries sent in chatbot

Once your human support feature is activated, you can sit back and let the system do the work—customer queries will arrive directly in your inbox.

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If you have any more questions, feel free to reach out to us at [email protected]