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How to Create a Standard Handoff

Chatbots are becoming increasingly popular as a way to provide customer service and answer questions. However, chatbots are not perfect, and sometimes, they cannot handle complex or sensitive situations. In this case, setting up a handoff is crucial, enabling the seamless transition of conversation to a human agent. In this article, we’ll discuss how to create a standard handoff that you can integrate into any of your intents or workflows on your Forethought dashboard.

 

Creating a Standard Handoff in Your Workflow

  1. You can add Standard Handoff to any intent. To do this, open your Workflow Builder and navigate to the intent you want to modify.

  1. Select “Handoffs” in the rightmost part of your dashboard.

  1. Drag and drop the “Standard Handoff” into your workflow.

 

  1. Click on the "Standard Handoff" within your workflow. This action will redirect you to another workflow where you can edit the handoff message.

  1. To check if your handoff message is working correctly, click “Preview Intent”.

  1. If the Standard Handoff is functioning correctly, you're ready to publish your workflow.
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