In Zenvia Customer Cloud, the Transfer Conversation feature allows users to transfer the conversation to another chatbot or to a human agent. This option is important as it enables users to interact with more than one chatbot during the same session, for example, engaging with a screening chatbot and then with a financial one.
Moreover, this conversation transfer connects with the Contacts panel, enabling a personalized level of conversation by the specialist.
How to Access
The Transfer Conversation content is available in the Constructor, and to access it, simply click on the three dots of the block or anywhere within it.
This will open the Block Details modal, then follow these instructions:
- Click on Add content > Conversation actions > Transfer Conversation.
- Select Other Chatbot or Human Service.
Another Chatbot
In this option, you can select any other chatbot you have already created.
Human Service
The Human Service option enables the conversation to be transferred to an agent in the Zenvia Customer Cloud. If this is your chosen option, simply select it and then complete the fields Department ID and Token.
Additionally, you can include a Transfer Message. For example: Thank you very much <?$name?>! I will transfer you to one of our specialists to continue your assistance.
Done! The conversation transfer process to human assistance is complete.