Human Takeover is one of the most necessary parts in operating the bot, allow the bot to stop chatting with users and let operator takeover the conversation.
Human Takeover, you can manage the conversation between your chatbot and the user as well as choose the right time to adapt the user's queries.
There are several ways to enable
Through user's request by using
Human Takeoveraction as per design in the Flow Editor
Operator manually switch on
Human Takeoverfrom BotStar Inbox
Automatically switch on via some conditions defined in Bot Settings, synchronized with Facbook Page Inbox (if your bot is on Messenger)
Via Flow Editor (Using action Human Takeover)
You can allow users to request for human operator within the flow.
Step 1 Drag and drop from the Library panel to create an action
Create and connect an action
Step 2 Create a connector from another block to the action.
Some people use a generic help block for this purpose, some others prefer to set it via default fallback so users can request to talk to operator if they feel the bot can't understand their question. It's really up to you how to design the block. Above is an example how we set up this flow.
Step 3 Configure Properties of the action
Action properties of "Let Human Takeover"
Auto return to Bot after idling: each action allows you to set different time, depending on the designed flow.
Notify operators via Facebook: enables association with “Inbox” of Facebook page and Facebook will notify human operator whenever the user sends messages.
Notify operators via emails: Human operator will receive take-over request notification by emails
Emails: list of email addresses of the human operators.
Goodbye Message: The last message that the bot will send to the user before handing over the conversation to the human operator.
Post Takeover Message: The message that the bot will greet the user upon the human operator hands over the conversation back to the bot or the session is expired.
Inbox is the feature to manage all of the conversations between the bot and the users, you can identify and control session expiry for each user conversation. Moreover, you can continue the conversation with the user from here.
Here is how you can switch on
Human Takeover manually.
Step 1 Select a conversation from the list
Select a conversation from the list in Inbox
Step 2 Enable "Human Takeover" on the right-hand column
Enable Human Takeover in Inbox
Now you can adjust the timing of Session Expiry by clicking on the countdown timer.
Via Facebook: "Inbox"
In addition to using in the BotStar App, you can use this feature from Facebook Page itself. These following steps will help you to configure and activate this feature:
Step 1 Go to Settings of Facebook page
Step 2 Select Messenger Platform on the left sidebar
Settings in Facebook Page
Step 3 Scroll down to the Subscribed Apps section
Then you will find a list of applications that are used with your page, including BotStar and Page Inbox of Facbook.
Step 4 In the Role column, you will set the working roles for the two applications as follows:
BotStar: Select Primary Receiver (It's required for this feature to work)
Page Inbox: Select Secondary Receiver
Settings in App of Facebook page
BotStar or in other words your bot will chat with users.
Page Inbox is Inbox in your Facebook Page Management which will be able to get control from your bot.
After setting-up your bot with Facebook Page Inbox, you can use it in combination with BotStar's Inbox.
Please read at Flow Editor: Action "Let Human Takeover" to link between an action and Inbox.
BotStar Inbox automatically works with Facebook Inbox after completing the above settings.
Step 5 Go to
Inbox, there are two folders located in the left column:
"Main" (or "Inbox" in other interfaces): Show conversations that are under control by human operator
"Done": Display conversations which are managed by the bot
Inbox in Facebook Page
How to takeover the conversation from bot
Step 1 Open “Done”
Step 2 Select the conversation
Step 3 Click on "Move to Main" button (or “Move to Inbox” in other interfaces) located near the top right corner.
How to takeover the conversation from bot in Facebook Page
Then the bot receives the signal and stops chatting with the user, as well as starts counting Session Expiry
Step 4 Continue the conversation with the user in folder Main.
How to finish Human Takeover and hand back the conversation to bot
Step 1 Open folder Main
Step 2 Select the conversation that need to be intervened
Step 3 Click
Mark as done button near the top right corner.
Transfer a conversation in Facebook page
Then the bot will receive the signal and continue the conversation from the human operator.
Session Expiry is the timeout for human takeover session. After that, the bot will takeover the conversation with end-user.
Here is how the session expiry timer's works:
Session expiry timer will be counted from last message of the conversation.
After session expired, with the message:
From the user, the session will end and be transferred back to the bot to continue the conversation.
From the human operator, the session is continued and the time is counted from the beginning.
You can choose to not set the timeout, which means that the Session Expiry will be effective until you manually transfer the conversation back to the bot.
The default Session Expiry
You can set the default session expiry in the Settings/Behaviors/Human Takeover.
This default session expiry will be effective initially with Inbox: Human Takeover and Facebook: "Inbox" of Facebook page.
Set the default session expiry in Settings
Each of conversation can be re-configured the session expired time in Inbox: Human Takeover.