Human Takeover

• 1. Intro
• 2. Configuring the Human Takeover node
• 3. Notifications

 1. Intro

The Human Takeover node is used for situations where you want to give your visitors a way to notify you (the customer/agent) jump in and live-chat with that visitor in that exact moment. 

This node is useful in situations when the visitor has reached a path in your bot where the human-touch with be advantageous, such as:

• your bot is not able to answer the visitor's question and you don't want them to leave the bot with a bad experience
• time sensitive requests

Example of the human takeover node in action

Left (the customer/agent dashboard) - Right (the visitor's experience in the bot)

When a visitor encounters a Human Takeover node in your bot, there are 3 possible outcomes:

• Scenario 1 - an agent is available and initiates live-chat takeover - the agent and visitor then live-chat with eachother

Scenario 1 - an agent initiates live-chat takeover

• Scenario 2 - the visitor changes their mind about wanting to live-chat, and the bot continues down the "declines" path

Scenario 2 - the visitor chooses not to wait, and the bot continues

• Scenario 3 - an agent is not available, or does not initiate live-chat in time before the timeout occurs,  and the bot continues down the "timeout" path

Scenario 3 - no agent is available and the human takeover node times out

2. Configure the Human Takeover node

This section will detail how to configure the Human Takeover node in the bot-builder. 

• a. Node message
  • This field is what the visitor will see when they see this human takeover node - try something like:
    
    • I'm notifying the staff now, please standby to see if someone is available to live-chat with you!

• b. "Decline" option (see scenario 2)
  • This option relates to the "decline" option - "decline" is an option that the visitor can click if they decide that they do not want to wait for an agent to live-chat with anymore
  • Here is where you specify the specific copy/text that will be in the "decline" option
  • If the visitor clicks this "decline" option, the bot will automatically proceed down the "decline" option path
    • For example, this bot defines the next node that the visitor will see if they select the "decline" option before live-chat takeover occurs - see scenario 2 for the user-experience from the visitor's perspective
    • 

• c. "Timeout" option (see scenario 3)
  
  • This option relates to the "timeout" option - "timeout" is what happens when an agent does not initiate live-chat with the visitor within the specified amount of time
  • Here is where you define how long this node should wait (in seconds) for an agent to initiate live-chat, before timing out and automatically moving on
  • If the human takeover node times out before an agent initiates live-chat, the bot will automatically proceed down the "timeout" option path
    • For example, this bot defines the next node that the visitor will see timeout occurs before live-chat takeover - see scenario 3 for the user-experience from the visitor's perspective
    • 

3. Notifications

Instabot offers 2 options to notify you that a visitor is waiting to live-chat with you in your bot.

• 1. Realtime web push notification
  • 

• 2. Realtime email notification
  •