How to Use Human Action

Action usage

Human action is used to handover the conversation to the live agent. The handover configuration is defined for each channel in the channels section when you navigate to your company profile page.

So to use this action its enough just to drag and drop it to your design canvas (Or simply click on it in actions menu).

Also, you can optionally choose a name for your human action and put some notes.

Behavior

Whenever the assistant flow passes this action, the conversation will be handed over according to the channel handover configuration.

Defining a delay for this action will delay the handover process.

 

 

Internal Handover: This action can be used to forward the conversation to the department that is configured on MindBehind Live. Once the department is selected, the agents can take over the converastion on MindBehind Live agent panel.

Important note: If the assistant is published with Human Action and relevant department is selected on Internal Handover, the respected channel should be removed on department configuration on MindBehind Live.

 

Channel Handover: This action can be used to forward the conversation to external channels that are integrated with MindBehind (check Integrations for further details) and support live chat. 

Note: Some channels don't support handover, so using this action for these channels will do nothing from the user side, and the system will send you an email for wrong or empty handover configuration.

• Related Articles

• How to Use the Integration Action for Non-developers

  Why do we need the Integration Action? Virtual assistants are there to provide information and guidance for the user. The knowledge of the assistants is, however, limited to the conversation itself. When virtual assistants are incapable of providing ...

• How to Use Logic Action

  Action usage Logic action is used when there is a conditional flow depending on the value of parameters in the current state. And logic action can contain multiple conditional units but always will use the connection of the last conditional unit ...

• How to Use Bot Action

  Action usage Bot action is used to forward the message to sub bot to achieve re-usability and to build up simple and clear bots. You will need to drag and drop it to your assistant canvas (or simply click on it from actions menu): Then you will need ...

• How to Use Integration Action

  Action usage Use the integration action when you want to call an HTTP integration endpoint to achieve some custom business needs. You can process the parameters saved during the life cycle of the assistant, and either only store them out in some ...

• How to Use Selection Action

  Action usage Selection action is used to send a bot selection message to the user. The selection may be through cards, buttons, or keywords by mapping the user response to one of them. You can choose optionally a name for your Selection action, and ...