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Set Up a Chatbot with Live Handover

Build a chatbot that answers common questions automatically and hands off to a human agent when it can't help.

What you'll build​

A web chat bot that answers FAQs and seamlessly transfers to Agent Inbox when it can't resolve an issue.

Prerequisites​

  • A CM.com account with Conversational AI and Customer Engagement access
  • Web Chat configured on your website

Step 1: Create dialog flows​

Set up dialogs in Conversational AI to handle your most common customer questions.

Step 2: Configure escalation​

Add a dialog that detects when the bot can't answer and triggers a live agent handover via the Conversational Router.

Step 3: Connect to Agent Inbox​

Configure the router to forward escalated conversations to Agent Inbox, where your support agents can take over.

Next steps​