The handover module of Crafter.ai platform allows operators to take charge conversations transferred by the bot.
The area in the middle shows the live chatroom area that the operator will use to handle conversations’ requests transferred by the bot.
Within the chatroom, the operator can read previous messages between the user and the bot and respond directly to user’s requests. To speed up response time agents may use canned replies (prepackaged responses) or take advantage of the bot’s response suggestions (real-time tips that the bot suggests on the basis of user’s intent request).
The “Activity” column shows incoming handovers, pending handover requests, leads generated by the bot (requests received while live agents’ service was not available, for which the bot has retrieved the user’s contact information).
By clicking on the arrow button in the blue header it is also possible to transfer the conversation to another operator connected to the live chat.
The Info tab on the right column shows the source channel of the user, the data collected by the bot before the handover request (Info Handover) the user’s navigation path and form fields filled in by the user.
The Tips tab shows the chatbot’s response suggestions and allows to access canned replies (prepackaged responses), as well as, to add notes about the conversation and to create your own custom replies.
The Lead tab contains the list of Leads to be handles (user’s contact information retrieved by the bot while live agents’ service was not available, to be used by agents for recall and follow up activities).
The red area on the lower right, allows you to transfer the conversation back to the bot, once the request has been handled.
