Live-handoff

Live handoff is a powerful feature that allows human agents to take over conversations from AI agents when necessary. This functionality bridges the gap between automated and personalized support, ensuring that complex queries or sensitive issues are handled with a human touch.

Live handoff is closely integrated with the client dashboard, where it’s operated when a client is logged in and available to manage conversations. Read more in the whitelabel docs.

Setting Up Live Handoff

Before you can use live handoff, ensure that your agent is properly configured:

1. Agent settings tab

   Navigate to your agent’s settings tab.

2. Enable handoff

   Enable the handoff functionality by clicking Enable handoff popup to allow the agent to display the handoff UI.

3. Handoff enabled

   You can now access the live handoff from the agents conversation tab or by logging in to your client dashboard.

Fixed handoff popup

If you want the agent to always show the handoff at the top of the agents UI. Enable Fixed handoff popup for a persistent handoff UI.

You must assign the agent to an organization for the fixed handoff popup to work.

Set up handoff for client

1. Create and Assign Agent to an Organization

   For the handoff to work and to ensure your client has the ability to use it, the agent must be assigned to an organization.

2. Create User Access

   Ensure the organization has a user who can log in to the client dashboard and that their widget is assigned to it.

If you haven’t granted your client access to settings, they won’t be able to enable handoff themselves. Consider this when setting up client permissions.

Using Live Handoff

Once set up, you can manage live handoffs through the TIXAE Agents platform or the client dashboard:

Handling Incoming Handoff Requests

From the client dashboard:

1. Receive Notification

   When a user requests a live handoff, you’ll hear a distinct ringing sound and see a notification in the corner.

2. Access Conversation

   Click the notification to open the conversation screen or navigate to the tab on the left side. The live oncversation will be marked with a ”!”.

3. Take Over Chat

   On the right side of the conversation UI, click Handle chat to begin interacting with the user.

Initiating Handoff from AI to Human

If you’re monitoring a live chat either from the dashboard or from your agents conversation tab and want to intervene:

1. Active Conversation

   To take over, it has to be an active conversation. These have a ! beside them and a distinct red writing on them saying a few seconds ago.

2. Initiate Handoff

   When you have located an active conversations, Click Continue chat yourself to take over from the AI.

   

Returning Control to AI

When finished with a live handoff, you might want to pass the conversation back to the AI agent:

1. Transfer to AI

   When engaging with a user you can Click the Pass Chat to AI button to return control to the AI agent.

   

Remember to clearly announce to the user that you are handing the chat back to the AI.

Handling Unanswered Requests

To ensure no user query goes unanswered, TIXAE Agents offers a fallback option for users to submit a query directly in the chat:

Submitting query:

If there are no answers from the team, the user will be able click send email. Its possible to attach files and the user will be required to provide their email and a message.

Answering query:

When a form submission is received, it appears in the respective conversation thread and triggers a notification in the dashboard. You must manually check the conversation and respond using the provided email address.

Managing Notifications

Notifications are accessed from the client dashboard and can be sent to your email or as a browser push notification:

1. Access Notification Settings

   To find the notification tab, log in to the client dashboard and click the bell in the top-right corner.

2. Customize Alerts

   You can adjust notification preferences by clicking the gear in the right corner.

   — Notify through: Which channel you want to be notified (email or push notification)

   — Events to notify: Which events that should send a notification (all messages or requests only)

For detailed information on managing notifications and other client dashboard features, refer to our client dashboard documentation.

Best Practices for Live Handoff

To make the most of the live handoff feature:

Quick Response

Aim to respond to handoff requests promptly to maintain user engagement.

Clear Communication

Inform users when you’re taking over from the AI and when you’re handing back control.

Team Coordination

Establish clear protocols for who handles handoffs during different shifts or for various types of queries.

Regular Monitoring

Periodically check the conversation tab, even without active handoff requests, to identify potential intervention points.