Why Manual Assignment Mode is Crucial for AI Chat Transfers via Workflow
When transferring chats to AI through workflows, it is often necessary to enable manual assignment mode for AI to ensure proper handling and routing of conversations. This article explains the importance of manual assignment mode, the steps to configure it, and how it impacts chat transfers.
Understanding handover options
When integrating AI agents into your workflow, choosing the right handover method is crucial for a smooth and efficient experience. There are two primary options:
Auto-assign AI agent
In this mode, the AI agent automatically takes over customer conversations as soon as they are created. This option operates continuously, regardless of configured business hours, and provides 24/7 responses.
If the auto assign AI agent option is chosen and the workflow is also configured for the conversation created event, the workflow will get executed in parallel while the AI Agent is interacting with the customer.
Manual handover
In this mode, conversations are transferred to the AI agent via a workflow. With the manual handover option, the workflow is executed first, then the chat is transferred to AI.
By using the workflow, you can configure AI to respond during configured business hours and provide offline messages outside the business hours. Also, conversations can be assigned to various AI Agents based on the selected option by setting this in the workflow.
If handover is not set to manual or the AI agent option is disabled, the AI will not respond to customer messages, even if the “End & Transfer to AI” block is configured in your workflow. For detailed instructions, refer to this article
Steps to enable manual assignment mode
To configure manual assignment mode for AI, follow these steps:
- Navigate to Admin and switch to Chat.
- Select your channel.
- Configure the Handover Options based on the channel type.
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If the selected channel is Live Chat:
i) Open your workflow and click Edit.
ii) In the General tab, enable the AI Agent option.
iii) Set the Handover Options to Manual handover, as shown below. -
If the selected channel is anything other than Live Chat such as WhatsApp, Instagram, Facebook, Telegram, etc.:
i) Click Manage and edit your configured account.
ii) Click Verify and Continue; a pop-up will appear.
iii) Select Manual handover as the Handover Method.
By enabling manual assignment mode, you can streamline AI chat handling, avoid parallel execution of AI and workflow, and ensure a seamless customer experience.
