Hi, I don’t very well understand what happens after a user switches from a chatbot to human agents through the \agent command. I was thinking that, if no agent is available, the request will stay with the chatbot until a new agent becomes available. Where am I wrong?
Hi Edo,
If all the agents are not available during an handoff all the conversations are moved
in the “Unassigned” queue, as in the following picture:
There is no way to know if there is a live agent before passing a user to an agent?
Or notify the user that there is no agent available now and give alternatives?
If the user is left hanging, I find this functionality very user unfriendly and something I cannot subject my users to.