Human Takeover
The Human Takeover process in Thinkstack is designed to seamlessly transition a conversation from an automated chatbot to a human agent when complex issues arise or when personal attention is needed. By leveraging our intuitive system, team members can efficiently manage handoffs, maintaining continuity and minimizing disruptions.
Whenever your customer/client requests to talk to a human, you can takeover just where the chat bot left.
Navigate to Chats: In the top navigation bar, select 'Chats'.
Identify Chats Needing Attention: On the left side of the screen, locate the chat that requires human intervention. These chats can be identified by a small blinking green indicator.
Assign the Chat to Yourself: Click on 'Assign to me' to take over the chat. You are now ready to interact with the customer.
Close the Conversation: Once you have provided the necessary help or answered the customer’s query, click on 'Close chat' to end the conversation.
5.Download Chat Content (Optional): You can also download the chat content as a .CSV file for your reference.
Receive Notifications for Handoff Requests on Your Desktop#
● For Windows: To enable notifications for the Thinkstack website from Google Chrome in Windows, click the tune icon on the left side of the URL. Go to Site Settings > Notifications and select "Allow" for notifications.
Then click on the Start icon > Settings > System > Notifications > and turn on notifications for Google Chrome (this step is optional). Finally, refresh the page to activate the changes.
● For macOS: To enable notifications for the Thinkstack website from Google Chrome in macOS, click the tune icon on the left side of the URL. Go to Site Settings > Notifications and select "Allow" for notifications.
Then, go to System Settings > Notifications > Google Chrome and enable notifications. Refresh the page to activate the changes.
That's a wrap 🎉! You are now prepared to handle Human Handoff requests from your chatbot.