An agent handover occurs when a request made by a user is out of scope of the chatbot’s designated use case or requires more nuanced human care. When this happens, the chatbot then offers the user the option to be forwarded to a human agent, who can then seize the conversation and assist the customer manually.
All this takes place without the user ever needing to change channels.
Agent handovers can be integrated within a conversational flow by using something called a Handover Node.
When this node is triggered by a user, a request is immediately sent to the customer support center. Once the request is accepted, the conversation can be intercepted and taken over by a live agent (as seen below).
Hyro - agent handover