3.10.3 Operational Details

• Usage Instructions:
  • 1. Accessing the Hands Off Module:
    • Navigate to Bot Space -> Bot Configuration -> Bot Messages from the sidebar menu.
    • Alternatively, use the quick menu on the home screen to access the Hands Off module directly.
  • 2. Enabling Live Chat/Agent Support:
    • Locate the Hands Off section within the Bot Messages module.
    • Toggle the “Enable Agent Hands-Off” switch to ON to activate the live chat/agent support feature.
    • Note: Ensure that agent support is integrated and configured correctly before enabling.
  • 3. Configuring Agent Messages:
    • Message When Agent Not Available: Enter the custom message that the bot will display when no human agent is available to assist.
    • Waiting for Agent to Transfer (Message 1): Enter the initial message indicating that the user is being connected to a human agent.
    • Waiting for Agent to Transfer (Message 2): Enter the follow-up message reinforcing the connection process.
    • Waiting for Agent to Transfer (Message 3): Enter the final message before the transfer is completed, ensuring the user is informed.
  • 4. Saving Changes:
    • After configuring the desired settings, click the “Submit” button to apply the updates.
    • Note: Ensure all required fields are filled correctly to avoid validation errors.