Human Handoff (Live chat)

As part of the v7 update, jumping in to the conversation live is now possible on all integration channels who have are using the v2 endpoint. You can migrate your existing integrations to v2 by going to the Client Integrations page on the admin panel.

Human Handoff functionality is limited to environments who have the Premium Plus plan.

How it works

As part of the Premium Plus plan, you can see conversations happening live on the Chat Messages page within the Client Panel. As people speak to your chat bot, you will see messages updating live, both incoming messages from the user, and responses from your chat bot.

At any point you are able to jump in to the conversation by clicking the "Handoff" button on the top side of the chat. Once in handoff mode, incoming messages from users will not be forwarded anymore to Voiceflow and the chat operator is able to send messages back to the user.

In the case that the bot is within a Slack channel or Telegram group, the messages you send through human handoff will go to the respective channel the bot is chatting on.

Allowing users to request handoff

Currently, we do not have specific functionality around notifying operators about user's requesting handoff. This functionality is planned for the future along with a dedicated mobile application for operators to be able to chat on the go and be notified about new requests.

Though as of right now, you could use FlowBridge Alerts to simulate a notification to a company about a human handoff request. You can read more about FlowBridge Alerts on the Voiceflow based Notifications on business communication appspage

Future upgrades

Currently, the human-handoff functionality is in it's most basic form. There are many more plans to enhance functionality around live chatting including a dedicated mobile app. If you have suggestions, please join on Discord Server and leave a suggestion!