Capabilities

Human Handoff

The Human Handoff feature ensures that conversations requiring human attention are seamlessly transferred to a Human Agent.

It is particularly useful for handling questions beyond the AI Agent’s Knowledge Base or when users explicitly request to speak to a person. During Human Handoff, the AI Assistant pauses, and the Human Agent takes over the conversation via the Inbox.

Here’s what happens on the user’s side:

1. The user interacts with the AI Assistant.
2. If the request is beyond the AI’s capability or the user explicitly requests a human, the AI notifies the user about the transfer.
3. The conversation is unassigned from the AI and assigned to a Human Agent.
4. The Human Agent resolves the query or reassigns the AI Assistant to continue.

And here’s what you’ll see inside the Quickchat AI interface:

1. The unassigned conversation appears in the Inbox.
2. Your team member reviews the AI Summary to understand the conversation so far.
3. The team member takes over the conversation and handles the user’s request.
4. The team member either marks the conversation as resolved or reassigns.

Enable Human Handoff

Navigate to the Capabilities > Human Handoff tab and enable it by toggling the switch to “on.”

You can then configure the following options:

Human Agent’s Availability

Define the availability of Human Agents to ensure that Handoff requests are only initiated during working hours.

• Specify Working Hours: Set start and end times and select working days.
• Select Time Zone: Ensure the schedule matches your region.
• Configure an Out-of-Hours Message: Let users know when no Human Agents are available.

Question

Define the question the AI will ask before initiating Handoff.

Example: Would you like me to connect you with our Customer Support team?

Confirmation

Specify the confirmation message sent when the Handoff is initiated.

Example: I understand. I will transfer you to our Customer Support team. Please wait while I connect you.

AI Summary

Enable AI Summaries to automatically generate a short note summarizing the conversation so far. This summary provides the Human Agent with all the context needed to quickly address the user’s request.

(Optional) Set Trigger Keywords

You can input specific keywords that will always trigger a Human Handoff.

Caution

Setting keywords is optional, as Human Handoff automatically detects user intent and initiates the transfer if necessary.

However, if you know certain keywords that should always lead to Handoff, you can define them here to ensure consistent handling.

Example: For MacShop’s AI Assistant, Helpful Macintosh, keywords like “invoice,” “receipt,” and “delivery status” can be added. These are common cases that the AI Assistant is not authorized to handle and should always be transferred to a Human Agent.

This ensures that important user requests are escalated immediately and handled appropriately by your support team.

Email Notifications

Configure email addresses to receive notifications when a new conversation requires a Human Handoff.

Here’s how it looks:

Smart Lead Generation

Smart Lead Generation allows your AI Agent to collect user information seamlessly during conversations. It engages with users naturally, asking relevant questions to gather details like name, email, phone number, or any other information you require. This data can then be sent to your CRM or other systems, enabling you to follow up effectively and convert potential leads into customers.

How it works

Smart Lead Generation operates within the existing conversation flow, ensuring that the interaction feels natural and non-intrusive.

When a user interacts with your AI Agent, it:

1. Detects opportunities to collect information, such as when a user expresses interest in your services or products.
2. Asks specific questions tailored to your needs, like:
   • “Can I have your name to better assist you?”
   • “What’s the best email to contact you on?”
3. Gathers and stores the responses, making them available for review or integration with your CRM system.

The feature is designed to minimize friction while maximizing the quality of leads captured.

Setting it up

Enable Smart Lead Generation

• Navigate to the AI Capabilities tab
• Select Smart Lead Generation
• Toggle the feature on

GDPR Compliance

• For users in the European Economic Area (EEA), complete the GDPR Compliance Survey to ensure compliance with data regulations
• Define the Reason for Collecting Information, such as: “Allow members of our team to contact you in the future. It will not be used for automated marketing purposes.”

Data to Collect

Select contact details to capture.

• Email address
• First name
• Phone number

When to Ask for Data

Define when the AI Agent should ask for contact details.

• After exchanging a few messages
• Immediately after the user expresses interest

How to Ask for Data

Customize how the AI Agent asks for information.

• Subtle: Integrates questions naturally into the conversation
• Direct: Explicitly requests the information in a straightforward manner

Smart Lead Generation enables your AI Agent to collect user contact details efficiently while ensuring compliance and providing a seamless conversational experience.

Exporting the captured contact details

Follow these steps to export the details captured by your AI Agent:

1. Go to the Inbox
2. Click the export file icon to access export options.
3. Select Export Gathered Data from the dropdown menu.
4. Set Date Range: Specify the start and end dates for the data you want to export.
5. Choose Format: Select the file format for your export (CSV, XLSX).
6. Download: Click Download to save the exported data to your computer.