Way 1: Using the “Add Crisp Note” Feature

You can enable the Add Crisp Note option, as shown in the image. This feature ensures that when a user requests a human operator, a note will be added to the conversation, notifying the online agent about the handoff. This makes it easy for agents to track requests and respond promptly.

Way 2: Assigning Conversations via Chatbot Studio

By leveraging Chatbot Studio, you can set up an automatic conversation handoff to an online agent:

• Automatic Operator Assignment: When the AI bot encounters a query it cannot handle, it will attempt to assign the conversation to an available live operator.

• Availability Check: The system checks if any operators are online.

• If Available: The chat is assigned to an online agent, and a note is added to notify the operator.

• If Unavailable: The system informs the user that support is currently offline and assures them that they will be connected to an operator as soon as one becomes available.

This ensures that any tickets or conversations needing escalation to human agents are managed efficiently, improving response times and customer satisfaction.

Video link: https://assets.yourgpt.ai/web/videos/crisp-chatbot-studio-notify-online-agent-on-human-handoff-setup.mp4

Here is the flow link: https://yourgpt.ai/chatbot/resources/assign-crisp-conversation-to-operator-crisp-chat-669e514505dc7d4e22947bb4