The human takeover happens in these cases:

• When a human agent responds to a user’s message.
• When the Settings > Artificial Intelligence > Human takeover option is enabled.
  • This is automatically triggered if the chatbot fails to understand the user’s message.
  • It can also be activated manually if the user explicitly requests to speak with a human agent.

General Information #

• When Human Takeover is activated, the chatbot is automatically disabled as long as the last human agent who responded to the conversation remains online. If no agent has responded yet, the chatbot stays active. Afterward, the chatbot will be reactivated, but no default fallback messages will be sent within 10 days of the Human Takeover if it cannot answer a user question in the same conversation. To ensure a Dialogflow message is always sent, add the custom Payload "force-message": true to the relevant Intent.
• The chatbot will be fully reactivated once the conversation is archived or deleted.
• For Slack users, no messages will be sent if the chatbot has a valid response.
• Once Human Takeover is triggered, all messages from the conversation are forwarded to Slack. When an agent replies to a user, Human Takeover is activated automatically.
• Human Takeover works seamlessly with OpenAI and will continue to function even if the Dialogflow chatbot is deactivated.
• To completely disable the chatbot during Human Takeover, enable the setting under Human Takeover > Disable Chatbot.
• If Human Takeover is already active, it will not be reactivated again, and the takeover message will not be resent. Instead, the Fallback message will be triggered.

Human takeover option #

When the Human Takeover option is active, the following occurs:

• If enabled, a request is sent only when the user’s message is longer than 3 characters and contains at least two words. This optimization helps prevent accidental requests.
• Conversations that the chatbot successfully handles are marked as read and moved to the bottom of the Inbox list.

When the user confirms the human takeover, or if it is automatic, the following happens:

• The conversation is marked as unread and moved to the top of the Inbox.
• Any future user messages in the same conversation sent within 10 days of the human takeover will trigger agent notifications.
• If agent email notifications are enabled, an email is sent to the assigned agent. If the conversation is assigned to a department, the email goes to all agents in that department. If no assignment exists, all offline agents receive the notification.
• If push notifications are enabled, a push alert is sent to the assigned agent. If the conversation is department-assigned, it goes to all agents in that department. Otherwise, all offline agents are notified.
• If SMS notifications are enabled, a text message is sent to the assigned agent. If the conversation is assigned to a department, the SMS goes to the department agents. If not, it is sent to all offline agents.
• No additional human takeover requests will be triggered within 10 days of the initial human takeover for the same conversation.
• The follow-up message and offline message settings are activated.
• If queue or routing settings are enabled, the system initiates queue handling or routing based on the configuration.

Manual Human Takeover Dialogflow Only #

You can manually initiate a human takeover by creating a new Dialogflow Intent with the following Custom Payload response:
{ "human-takeover": true }.

Once triggered, the manual takeover will automatically notify support agents via email and mark the conversation as unread.

To manually request a human takeover, use the chips rich message with ID sb-human-takeover.
Example:
[chips id="sb-human-takeover" options="Human support,Cancel" message=""].

Manual human takeover – OpenAI Only #

The human takeover can be requested manually by the user by explicitly asking to speak with a human agent.
This setting is enabled by default.
Note: This setting is not compatible with older OpenAI models such as gpt-3.5-turbo.

Human takeover via Q&A #

You can activate the human takeover for particular user messages in Q&A by including the human takeover action within set data and actions.

OpenAI Assistant #

To enable human takeover on an OpenAI Assistant add the following function in the OpenAI functions area:

{
    "name": "sb-human-takeover",
    "description": "I want to contact a human support agent or team member. I want human support.",
    "parameters": {
        "type": "object",
        "properties": {},
        "required": []
    }
}

WhatsApp, Messenger, Telegram, and other messaging apps #

To enable the human takeover request on WhatsApp, Messenger, Telegram, and other messaging platforms, follow these steps:

• Create a new Intent
  Name the intent something appropriate like human-takeover-request.
• Set the Input Context
  Use human-takeover as the input context.
• Leave the Output Context Empty
  Do not set any output context for this intent.
• Add Training Phrases
  Include a list of the user’s most common confirmation responses. Examples:
  • ok
  • yes
  • sure
  • I want to talk to someone
  • please connect me to a human
• Set the Response
  Add a Custom Payload with the following JSON structure: jsonCopyEdit { "human-takeover": true }

This configuration ensures SmartAI will correctly recognize when the user wants to speak to a human and trigger the appropriate handover on all integrated messaging platforms.