The Human Hand-Off Component is designed to forward conversations to an actual human. The purpose of adding this Component is to enable the chat user to get in touch with an agent.
This Component has many options, all presented in the left menu you'll see after adding a Human Hand-Off Component to your Flow:
Let’s have a look at those options:
Opt-in
This option allows you to add a yes/no question before opening a ticket in your support system. This option is not mandatory. Connect another Flow or Component to the “No” option when adding this option to the flow.
Prompt
This message will prompt the user to write their question, which will be forwarded to the support system. It is recommended to guide the customer to write their question/issue after the prompt. I.e., “Please write your question below”. This is a mandatory field.
Fields
After the user writes their message, Rep will ask for contact information so they can get back to them. For a human hand-off, you can always make the Email option required. Other fields are not necessary. However, when a customer is in a human hand-off scenario because their package arrived damaged, it would be wise to ask to upload a photo and order number so that the support agent has as much information as possible.
Acknowledgment
When the user successfully opens a ticket (by writing their message and providing the required contact details and/or image), the acknowledgment message confirms that their ticket has been opened. The wording presented above is the default Acknowledgment - feel free to customize it according to your preferences and branded language.
Settings
Choose the system you’re using so the tickets will be opened. By default, it is set to E-mail. However, other options are available, such as Gorgias, Zendesk, and, HelpScout.
For your convenience, make sure to write the subject of the ticket that will be opened:
"Rep chat inquiry" will always be the default subject. You can change it according to your preferences.
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