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.
Within 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 many ways to enable Human Takeover:
Use Human Takeover action as per design in the Flow Editor through user's request
Manually switch on Human Takeover from BotStar Inbox
Automatically switch on via some conditions defined in Bot Configuration, synchronized with Facebook Page Inbox (if your bot is on Messenger)
Via Flow Editor (Using action Human Takeover)
You can allow users to request human operator for taking over the message with these steps below:
Drag Action Let Human Takeover from Library panel into Flow Editor to create an action. Meanwhile, create a connector from another block to action Let Human Takeover
Some people use a generic help block for this purpose, some others prefer to set it via default fallback for users talking with operator if they feel the bot can't understand their question. It depends how you design the block. Above is an example how we set up this flow.
Configure Properties of the action
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.
Via BotStar Inbox
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.
Select a conversation from the list
Select a conversation from the list in Inbox
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:
Go to Settings of Facebook page
Select Messenger Platform on the left sidebar Settings in Facebook Page
Scroll down to the Subscribed Apps section
You will find a list of applications that are used with your page, including BotStar and Page Inbox of Facbook.
Set the working roles for the two applications in the Role column as follows:
BotStar: Select Primary Receiver (It's required for this feature to work). BotStar or in other words your bot will chat with users.
Page Inbox: Select Secondary Receiver. Page Inbox is Inbox in your Facebook Page Management which will be able to get control from your chatbot.
Settings in App of Facebook page
After setting-up your bot with Facebook Page Inbox, you can use it in combination with BotStar Inbox. BotStar Inbox automatically works with Facebook Inbox after completing the above settings.
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
Click the drop down menu that says Done
Select the conversation
Click on Move to Main button (or Move to Inbox in other interfaces) located near the top right corner. The bot will receive the signal and stops chatting with the user, as well as starts counting Session Expiry
Continue the conversation with the user in folder Main.
How to takeover the conversation from chatbot in Facebook Page
How to hand back the conversation to bot
Click the drop down menu that says Main
Select the conversation that need to be intervened
Click Mark as done button on the top right corner. The bot will receive the signal and continue the conversation from the human operator.
Transfer a conversation in Facebook page
Session Expiry is the timeout for human takeover session. After that, the bot will takeover the conversation with end-user.
How Session Expiry works
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.
Note: 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
Note: Each of conversation can be re-configured the session expired time in Inbox: Human Takeover