Why Human Handover Matters
While your BusinessChat AI Bot will handle most customer queries automatically, there are situations where a human agent will need to take over—for example, refunds, complex requests, or when the customer is frustrated. Setting up human handover ensures a smooth experience for your customers and keeps conversations productive.
Types of team assignment from the BusinessChat AI bot
Automatic handover
The bot is governed by the following assignment rules:
Default assignment: You can define a default team for assignments. All escalated conversations will be routed to the team unless a custom rule applies.
Custom assignment rules: You can assign the conversation to a specific team based on the case type. Configured escalation rules are five rules and are the following:
Frustrated customer
Missing Knowledge
Refund requests
Order management
Delivery management
Overall, based on the rules and the live conversation, the bot will decide when to hand over the conversation and to which team. If no custom rules are defined, the Default assignment Team will be used.
Default vs. Custom Handover
Default Team: If you do not configure specific rules, all assignments will go to your Default assignment Team.
Custom Team Rules:
Assign different teams for different scenarios.
Example: “Frustrated customers” go to the Customer Success team, while “Refund requests” go to Finance.
=> Custom assignment rules will take priority, and conversations will be routed based on the detected case. If the conversation doesn't match one of the configured rules, the conversation will be routed to the default team. If no custom rules are configured at all, all conversations will be routed to the same default team.
Manual Assignment
Your team can manually assign a conversation from the bot to themselves if needed.
To manually assign a conversation from your AI bot to your team, follow these steps:
Open the conversation in the inbox
Click on "AI Agent"
Choose the team or the agent you want to assign the conversation to from the dropdown.
=> Your team can also manually assign a conversation to themselves by simply typing in the reply box. Once they send a message in the conversation, it will be assigned to them.
Hardcoded assignment rules
While you can control when your bot will escalate to the team, there are some hardcoded assignment cases that you need to be aware of. These are the following:
If the bot fails to understand the user's intent 3 times.
If the customer asks about the future availability of a product.
If the customer insists on a question even though the bot delivered an answer more than 2 times.
In these cases, the bot will route to the correct team automatically. You don't need to configure any rules for those hardcoded cases.
Assignments guidelines for your BusinessChat AI bot
These are guidelines to consider when setting up your assignment rules:
Team working hours: You must configure your team working hours correctly from the team settings, because the AI bot will use that information to set expectations on human follow-up for the customer.
Recap: When a conversation is escalated to a team, the agent will see an AI-generated recap of the conversation. This will allow the agent to reply faster to the customer, thanks to having the full context at hand, regardless of the length of the conversation.
Continuous Value after assignment: after escalating a conversation to the team, the bot's job isn't over. When your team is outside of working hours, or an agent hasn't replied to the customer yet due to workload, for example, the AI bot will continue to assist the customer by offering to help and providing info as requested. The bot will stop only when the agent takes over by replying.
How to Set Up assignment rules for your BusinessChat AI bot
To configure how assignments would work on your account, follow these steps:
Go to assignments under AI bot
Click on the drop-down under Default assignment Team and choose the team you want to route to.
Under Custom Rules, click "Add Rule."
From the pop-up, choose the Case Type and the Team to handle it, then click "Save." You can set up to 4 custom rules.
After you configure all rules, click "Save" to activate the rules.
If you need to change the assigned team, simply click the rule you need to edit, change the team, and click "Save" again.
Note: while you can skip configuring any custom assignment rules, choosing the default assignment team is mandatory.