If the SmartChat Assistant doesn’t know the answer, it can forward the conversation to a human agent.

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Enable Human handover

To turn on human handover:

  1. Go to Dashboard => YOUR_APP => SmartChat Assistant.
  2. Find the SmartChat Assistant you want to update and click on its ID.
  3. Scroll down to the Unanswered questions section.
  4. Check the Human handover option.

  1. If needed, edit the Message for human handover.
  2. You can also turn on Notify user that agent is assigned to chat and change the message if you want.
  3. Choose if dialogs should be assigned to online agents only, or both online and offline agents. You can also set a message for when an offline agent is assigned (this message is empty by default).
  4. Customise Message if there is no available agent if needed.
  5. To pick which agents can be assigned, click Add.
  6. Select the agents you want to assign. If no agents appear, you need to create them first.
  7. Click Add to confirm.

  1. Save SmartChat Assistant changes.

Please note that only group dialogs can be handed over to agents. In private dialog user will receive don’t know message.