Bot transfers


A bot user won’t be able to handle every chat. Sometimes, a message might use unrecognised phrasing. It might be a rare question, or complex request. Or, the chat could entail a complaint.

When this happens, WhosOn bot transfers make it easy for human agents to step in and take over. So, here’s how those bot transfers work:

• Named users can monitor bot chats and manually intervene to transfer (if necessary)
• If a bot repeatedly fails to understand a message, it can also trigger an automatic transfer
• The website visitor can request to be transferred too, by typing a variety of trigger phrases
• Bot transfers can also run in reverse, with an agent able to transfer to a bot user as needed
• Transfers take place seamlessly in a single uninterrupted thread