NEW Handover Protocol Feature To Master Chat Automation

BotMyWork Chatbot Builder — a growing chatbot builder company that has always touched the hearts of their clients with amazing features and services; once again back with a NEW handover protocol feature.

This handover protocol feature will allow FB users to disable the bot from their end and request to chat with the real person. Further, the FB users can also shift back to the chatbot on their own choice.

This choice-based Chatbot-Human handoff is what makes this handover feature different from the live chat feature. Hopefully, the BotMyWork Chatbot Builder already had the live chat feature and, with the latest update, the handover feature is also added to it.

This is the need of time and customer, and a must feature for perfect chatbot automation.

Above all, the BotMyWork team dropped this feature into the FREE version, to ensure that our customers get the best experience.

In this article, I will take you into the details of this feature.

Where to Find the Setting?

The handover takes place between TWO available receivers. Hence, you need to clearly define both of them before expecting this handover protocol feature of BotMyWork Chatbot Builder to work.

In case you try adding the handover action in the chat flow, without clearly stating both the parties; you would get an error as shown below:

handover-error

This “error-message” appears as the BotMyWork Chatbot Builder failed to call the respective API from the main FB page setting. This setting can only be done by the owner of the FB page.

First Setting

To set this, open your FB page, visit the “Page Setting”, and open “Advanced Messaging”.

FB page setting

The following screen appears:

Advance message setting

In the configure setting, the following options appear.

primary-secondary-setting

Set the primary receiver as BotMyWork Chatbot Builder, and with this, all the messages sent to the page will appear and managed by the chatbot to your website or Messenger

Primary means the main receiver or the default receiver of the messages.

The secondary receiver is set to Page Inbox (the normal inbox of Messenger and without any influence of chatbot/automation). Since this inbox is directly checked and managed by the FB page owner hence, this handover option directly connects the query maker with the real person of the brand.

With this setting, you are ready to add the handover protocol feature to your chatbot’s chat flow. However, the beginner may struggle to find the feature on the dashboard, and therefore I will show you here, where exactly the Handover protocol feature can be set.

Second Setting

First of all, go to the “Stories” section of the BotMyWork Chatbot Builder dashboard, add a new block that would be dedicated to adding this Handover protocol feature. Let’s name it “Agent”

add-block

After you click on the “more” option, you get the options as:

handover-protcol

This will add the handover plugin to the “Agent” block.

handover in chatflow

Once you set this Handover plugin to your newly made block, and use it anywhere in the chat flow, this respective moment will mark the turning point of the chat between the chatbot and the real agent.

In the next section, we will learn to do it, and see it in action. Tune yourself with the flow, learn and extract the most possible benefit of Facebook Messenger Marketing.

Handover Protocol Feature in Action?

Let’s build a chatbot and see the handover protocol feature in real action.

Background: Dr. James Smith is a heart surgeon in the City Main Hospital and he decided to consult his patients online as well. However, due to his busy schedule, he couldn’t attend to every patient. So, he employed chatbots to website. But often some patients need immediate attention directly from Dr. Smith. Here’s how Dr. Smith managed to solve this problem using BotMyWork’s Handover protocol feature.

Let’s build a chatbot (less trained) for Dr. Smith using BotMyWork Chatbot Builder and see how the Handover protocol works in real action.

We start by creating a new block with the name “Doctor”. This block contains two elements; text and handover protocol.

handover-example

Now, we open the Welcome Block and add three click buttons on it. These three click buttons are:

  1. Heart Health Tips
  2. Directly chat with Dr. Smith
  3. Visit Website

setting blocks in chat

The first one “Heart Health Tips” will show general text with few healthy tips for the heart.

On the second click button “Directly Chat With Dr. Smith”, we add the “Doctor” block. So whenever the person clicks on it, the “Doctor” block becomes active.

block option in the chatbot

Let’s see how this works: When the patient ( their attendant) clicks on “Get Started”. He receives the welcome block along with the options as shown below.

direct message feature of handover

The attendant of the patient chooses to “Directly chat with Dr. Smith” and that clicks handover the chat control from chatbot to the “Page Inbox” that is directly in control with Dr. Smith.

From now onwards, all the messages appear in Dr. Smith’s inbox and he received the respective notification for it as well.

chatbot handover example

This way, Dr. Smith was able to save a lot of his valuable time as well as give emergency care without any delay. All thanks to the new handover protocol feature of BotMyWork Chatbot Builder.

How Does Chatbots’ Handover Protocol Feature Will Help?

The few common benefits of the NEW Handover protocol feature of BotMyWork Chatbot Builder are:

1. Improves Support Services

A lot of clients or customers interact with the chatbots with their queries. And, sometimes when the queries get complicated becomes hard for the chatbot to articulate.

In such cases, the query maker wants to get in direct touch with a real person on the other side. And handover is the most useful feature in such scenarios. The admin can give the option or button to turn off the chatbots and get in direct conversation with the person.

2. Connects Customers and Clients Better

When a customer or clients can chat with a real person from the brand or the organization, they begin to develop a stronger bond which increases loyalty and conversion.

Conclusion

Chatbots are the future of automation tools. And, it is the easiest and trending option to automate your business.

At present, chatbots are popular in eCommerce, medical, support team, academics, consultation, real-estate, etc. Recent trends have shown that even some celebrities are using chatbots to connect with their fans.

This handover protocol feature will prove to be an essential feature to contribute towards more fulfilling and convincing chat automation.

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