Human handover logic

Under your project's Settings you will find localization settings for your human handover page. At the top at the page, you will also find the option the preview this page.

What does this page do?

In every channel a user has the opportunity to hit a button or link that will escalate the conversation to you. This enables them to step out of the AI powered conversation and get to your human support team. When the Email channel is used, the user's name and email will be prefilled as it's already known from the sender data. All other channels will require the user to fill in their name and email address.

What happens if a conversation is escalated?

You will receive an email notification in your project's configured human support inbox. This email contains the transcript and a quicklink to the Deflekt.ai conversation page. The reply-to address of this notification will the user's, so all you need to do is hit reply from your current helpdesk software. This can be a shared inbox, Intercom, Zendesk, Freshdesk, Front, Crisp or whatever other software you are using.