We’ve removed the human takeover template from the selection of standard templates, but it’s still very much available from our Human Takeover Tutorial.
It’s also linked to from the templates help doc.
The reason? Human takeover is something that we really want to be able to show users how to achieve, but it doesn’t have the simplicity or standalone nature of the other standard templates we offer. Our human takeover flow is better taken as part of the tutorial we wrote up.
Thanks John, this makes a lot of sense.
We have been testing it and works pretty well. I do have a few questions on perhaps an optional enhancement:
We see some of our clients have existing facebook pages where they were engaging with their followers using the messenger features. Now with a new bot taking over the messaging and so on, to be able to support the option of having a human take over the conversation we have made use of the human take over approach you guys documented and provided a sample flow for. It works well, however we are wondering if you have any recommendations on the best way to provide the option of human take over using the messenger features of the page dashboard instead of using email. We know it works, but of course with the existing flow every time the user enters a message he gets the message that says its being sent to a human and then it goes through email, you as an administrator can respond directly in the page, so we know it works. However, we think perhaps removing the repeating message maybe by adding a counter with an attribute (we want to support both email and messages directly) we can achieve a more tolerable experience. However it would be great if the administrator had a way to update an attribute on real time on a specific conversation… right now the input is taken from the other side of the conversation… is there any way to achieve that? we were thinking perhaps a webhook of sorts, but then that would require hosting a custom URL and adds complexity to support infinite number of conversations and so on…
Cheers!
I agree with your second point: an admin ability to change an attribute using a line in the email. We can add shortcuts from the email side, why not change attributes too?