- Transfer to bot - the customer's chat is handled by the bot with no manual interference.
- Send to agent chat would mean that customers replies are sent to agent chat and the customer support team is expected to pick it up from the Agent Chat panel.
- There may be instances where a specific team member is designated to handle a customer's choice. After creating an agent in the settings panel, an agent from the list of agents, can be chosen here. This will ensure that the customers clicking on the button or responding to the flow are going to be assigned to the specific agent only. These customer chats will be visible in the assigned chats of that agent.
- If Do Nothing is chosen there will be no response from the bot for the first message of the customer. If the customer replies again, the bot will take over.
Product recommendations can be sent here
How: Step-by-step guide
Points to Note:
- Product recommendation can be chosen by enabling Transfer to Bot and choose “Send Product Recommendations” In order to recommend products in the flow, please ensure that the Catalog Sync is done. (Bot Configuration —> Product Catalog —> Catalog Sync)
- Assign to agent can be used when there are specific agents who look into various aspects of the operations.
Frequently Asked Questions Read all Flow Builder FAQs
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What are the end journey actions?
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How to test the products/catalog in a flow?
In this article
- How: Step-by-step guide
- Points to Note:
- What are the end journey actions?
- How to test the products/catalog in a flow?