Handoff to live chat

Superseek serves as the first line of support for customer queries. However, there are instances when customers need to or may prefer speaking to a person.

With human handoff, you can provide customers or visitors the option to seamlessly switch between conversing with the AI and connecting with a member of your team via your current live chat tool.

How handoff to live chat works

If handoff to live chat is enabled, here are the scenarios when the option to transfer the conversation to live chat is provided

• the bot doesn't have a relevant answer or

• an answer is marked unhelpful or

• your customer requests to talk to a human (for example, by typing 'I want to talk to a person')

In these scenarios, Superseek will provide the option to transfer the chat to your current live chat tool. Clicking on it will instantly close Superseek and open your live chat tool.

The following live chat tools are supported

• Intercom

• Zendesk

• Hubspot

• Freshchat

• Tidio

• Crisp

• Tawk.to

How to configure human handoff

Head over to Bots > Manage > Settings > Routing. Navigate to the 'Enable handoff to Live Chat' section and enable it.

Customize the text for the button that your customers should click to transfer to live chat.

Select your live chat provider and click 'Connect'. Insert your live chat tool's website widget embed code and click 'Connect' to activate human handoff.

Here's how you can get the embed code for Zendesk, Intercom, Freshchat, Hubspot, Crisp, Tidio, and Tawk.to.

Human handoff is now set up.

Head over to the playground, ask a question that the bot will not have an answer to, and click on the handoff button to test the integration.