Extra endpoint
Д
Дмитрий Ш.
We need a separate endpoint so that on conversationID we can terminate the chat with the customer by the live agent and hand the chat back to the robot on your side. If re-escalation is necessary, we need to work in the same way as the initial escalation of communication with the live agent.
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S
Samuel Su
Hi Customer,
The chat widget experience does not support a flow where the chatbot re-engages once the conversation has been escalated to a human agent. Once a human agent takes over, we DO NOT allow the chatbot to resume the conversation, even if it has been marked as complete.
If the customer sends another message, an email notification will be sent directly to your agent to inform them of the new message.
We follow this approach to ensure the best experience for your customers, for the following reasons:
- Once a customer escalates the chat to a live agent, it indicates that they believe the AI chatbot can no longer address their concerns. It wouldn’t make sense to revert to the chatbot after the agent has intervened. The chatbot can only assist before the agent becomes involved.
- If the customer continues in the same conversation thread, it suggests they feel the issue has not been resolved adequately by the agent, even though the agent may have marked the conversation as complete. Therefore, the agent should follow up, as the chatbot has already proven unable to help. The conversation will automatically be marked as "incomplete" again if the customer sends another message within the same thread.
- If the customer wishes to discuss a new topic, they can simply visit your website and engage with the chatbot there. A new thread will be initiated, and the chatbot will handle it from the start. A new thread signifies a fresh conversation which will have the escalation button.
As such, you do not need an endpoint to terminate a chat and revert to the chatbot on your side. If the customer accesses the same conversation thread (handled by the human agent) via the email live chat portal, it will remain a continuation of the previous interaction. However, if they initiate a new chat on your website through the chatbot widget, it will be treated as an entirely new conversation.
The only exception applies to third-party integrations such as Messenger, Instagram, and WhatsApp, where the conversation ID is fixed. Unlike the chatbot widget, your customer cannot start a new conversation thread in these platforms. For these integrations, we provide a manual toggle to turn the AI chatbot on or off. For more details, visit: https://cookbook.chat-data.com/docs/messenger-integration#the-human-takeover-feature.