Human Handoff Node
The Human Handoff Node allows you to transfer conversations from the chatbot to a human agent. When this node is triggered, the user will receive a message you've written using the rich text editor, and you'll be notified in your Telegram app through a dedicated bot channel. This node is typically used as the final node in a flow when human intervention is needed.
Features
- Rich text editor for handoff message
- Secure Telegram authentication for notifications
- Dedicated bot channel for agent notifications
- Variable mentions in messages using "@"
- Automatic notification to human agents
Example
Human Handoff Node Example Usage
Best Practices
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Message Design
- Write clear, reassuring messages for users
- Set proper expectations about response time
- Use formatting to improve readability
- Consider using variable mentions to personalize the message
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Agent Setup
- Complete Telegram authentication with Teleform
- Set up the dedicated bot channel
- Ensure agents are available during handoff times
- Train agents on common handoff scenarios
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Use Cases
- Complex customer inquiries
- Technical support issues
- Sales consultations
- Account-specific questions
- Complaint resolution
- Special requests
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Variable Usage
- Type "@" in the editor to see available variables
- Default variables include user's Telegram first name and last name
- Previous node answers are automatically available as variables
- Use variables to provide context to the handoff message
- Example: Include user's previous answers to help agents understand the situation