🦸How to Handover to Human Support

While Lynn offers great benefits by automating customer interactions, it's important to remember that it operates within the existing capabilities of AI technology.

Because of that, occasionally, your AI chatbot might not have the answers to all questions. In such cases, a human agent can step in to handle queries the chatbot can't. To enable users to reach human support, just follow these easy steps below.

Setting up the Handover Rule Feature

To set up the handover, head over to the “Handover Rules” tab. There, you can click on the “Add Handover Rule” block, or simply use the “Add Handover Rule” button located at the top right corner.

Once you do that, a side bar will appear with various options. Here, you can customize and create a handover rule just the way you want it.

The side bar options allow you to customize and create a handover rule for the AI chatbot to human support transition. Here's a breakdown of the options:

1. Title: Here, you can name your handover rule with a unique title that makes it easy to identify later on.

2. Trigger Conditions: Under trigger conditions, you have several conditions that can be set to trigger a handover. These conditions are checked during each customer interaction with Lynn and when multiple options are selected, ALL conditions must be satisfied for the handover to occur.

   1. Direct Handover: This trigger includes three specific scenarios, with only one being able to be chosen for each handover role.

      1. Customer wants to talk to a human: When this option is selected, Lynn will hand over any conversation where a customer specifically asks for human support.

      2. Lynn fails to answer using the available knowledge base: When this option is selected, Lynn hands over the conversation when it fails to answer the question from the knowledge base.

      3. Lynn uses the selected model answer in a reply: This option will hand the conversation over when Lynn uses the model answer selected, to answer a question. Further, you can select whether Lynn should capture the email address or not for this handover rule.

   2. Customer gives a 👎 feedback: This option will initiate a handover upon receiving a thumbs-down from a customer.

   3. Confidence Score (AI-Generated Metadata): With this option, you can set a percentage threshold for AI-confidence, below which a handover is triggered.

   4. Satisfaction Score (AI-Generated Metadata): With this option you can set a percentage threshold for customer satisfaction, below which a handover is triggered.

3. Rule Type: You can select the type of handover rule to create. Choose either 'Email Rule', 'Webhook Rule', or both from the available options. If you have Tidio integrated with your workspace, it will also be available as an option.

4. Email Addresses or Webhook URL: The field where you can enter the endpoint URL for the webhook or the email addresses for Lynn to send a message to when a handover is triggered.

With these options, you can craft a customized handover rule that smoothly transitions interactions from Lynn to human support whenever necessary.

For more information on working with webhooks, you can go through the detailed article provided below.

Webhooks

Begin getting conversations that Lynn isn't equipped to handle

After activating your handover rules, you will start receiving handovers either as emails in your inbox or as POST requests to your webhook. While Lynn's AI may not handle every conversation, it's smart enough to identify those needing human support. Plus, users also have the option to trigger a manual handover request when needed.

Feel free to check out the examples below for more insight

Lynn’s Email Handover: The way that Lynn handover the conversations to the emails

Lynn’s Webhook Handover: The way that Lynn handover the conversations to the webhooks

If a customer is willing to share their email with you, you can easily reach out to them via email for any additional support they might need just by clicking on the reply button in their message.

Note

• When multiple options are selected, all of the options need to be fulfilled to trigger a handover.

• The nested options under the Direct Handover cannot be combined under the same handover rule. You will need to create separate rules for each.