Option to allow an agent to directly talk to customer from Flow XO itself (taking over from the bot)

(Keith Leng) #1

Hi, I am currently trying out the bot functions on Flow XO, but there’s a function that I am looking at which is to allow an agent to take over the chat and talk directly to the customer, while still in Flow XO itself. There can be many chat windows and the agent can choose which one to manually intervene in. Is this possible currently?

(Daniel Beckett) #2

Hi Keith,

I noticed that you also emailed this to the support team. I’ve responded over there. :slight_smile:

Thanks,
Dan

(Matt Durr) #3

I partially handled this by disabling the catchall message. But that still doesn’t prevent FXO from replying to known keywords during your conversation.

An [arguably inelegant] solution could be to set a user-level attribute to toggle FXO responses on/off. Check the attribute at the start of each flow to determine if FXO should respond.

1 Like
(Karen Barker) #4

That’s exactly what we would recommend to do Matt. :slight_smile:

When the user goes to “Human Takeover Mode” set an attribute that each flow is filtered on if it’s set to true, when they want to end the human interaction be listening for a specific keyword that then sets the attribute to false and all flows can then respond again.

(Khashayar) #5

Facebook announced an official Hand-over Protocol at F8 a few weeks back. Is there any word on when that would be available? They said they are testing it with select partners. Is FlowXO a partner? Have you guys heard anything about the road-map for this?

(Sarah Palombo) #6

Khashayar,

We’ll be taking a look at this seeing as/when this can be introduced. :+1:

Once the plans have momentum, we’ll add this onto our roadmap so you can keep track of when this might be released.

Definately going to be a rich feature I think. :slight_smile:

Sarah