3.10.2 Functional Specifications

• Accessing the Hands Off Module:
  • Description: Users can access the Hands Off module through the following pathway:
  • Navigation Path: Click on Bot Space -> Bot Configuration -> Bot Messages from the sidebar menu.
• Enabling Live Chat/Agent Support:
  • Description: Users can enable or disable the live chat/agent support feature for their chatbot.
  • Functionalities:
    • Default State: By default, the agent hands-off feature is disabled to ensure that the chatbot operates autonomously until manual activation.
    • Manual Enablement: Console users can manually enable the agent hands-off feature based on operational needs.
• Configuring Agent Messages:
  • Description: When the agent hands-off feature is enabled, users must configure specific messages that the bot will display during the transition to human agent support.
  • Functionalities:
    • Message When Agent Not Available: Custom message displayed when no human agent is available to take over the conversation.
    • Waiting for Agent to Transfer (Message 1): Initial message indicating that the user is being connected to a human agent.
    • Waiting for Agent to Transfer (Message 2): Follow-up message reinforcing the connection process.
    • Waiting for Agent to Transfer (Message 3): Final message before the transfer is completed, ensuring the user is informed throughout the process.