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Updated 3 months ago

Seamless Human Intervention is quite logical but is not present in such a fantastic product

SSpidy
·
Hi All,
I just started using Typebot and it's phenomenal.
  • However, I'm a little bit disappointed that there is no human takeover option available(I don't want to use ChatWoot only for that purpose, we have our chat server back-end, and we can expose our Web-socket API).
  • It's very logical that if the end-user doesn't get satisfactory answers using the bot, he would naturally like to talk to the actual human about his query.
  • If the user's query doesn't get answered via Bot, it's generally observed that the end user feels even more frustrated by the overall interaction, so isn't it natural to allow the user to talk to someone?
It would be great in case there is any way to do that(I think Websocket custom API is the way to go, but please suggest in case of a better alternative)

Thanks,
Sandeep(Spidy)
B
3 comments
BBaptiste
For customer support bot, indeed we suggest you use a ticketing system as an addition to your bot.

A common scenario is:
  • The bot tries to automatically help the user with his queries
  • If the user did not find a solution, you can add a new ticket to a system like Zendesk, Fernand. You could even do that directly by email (by adding your email address to the bcc field)
BBaptiste
Or you can also manually check typebot results on a daily basis and reach out to your user by email or else.
BBaptiste
I aggree with you, having human takeover would be great. But that's a huge piece of software to implement and maintain.
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