forward

  • When the bot is not trained to handle a visitor, it can forward the chat to a human operator.
  • The bot can also forward the chat to a specific operator who is an expert in the topic.
  • You can also add an info message indicating the status of the chat that the bot will display once the chat has been forwarded to the operator.

Syntax:

Copied{
  "action" : "forward",
  "replies" : ["Your text here"]
}

Use Case 1: Bot transfers chat to all departments and operators.

Copied​{
  "platform": "ZOHOSALESIQ",
  "action": "forward",
  "replies" : ["Thanks for contacting us today, You will be connected to our operator shortly"]
}

Use Case 2: Bot doesn't know to handle the visitor and forwards the chat to a specific operator who is an expert in the topic.

Copied{
  "platform": "ZOHOSALESIQ",
  "action": "forward",
  "operators" : ["scott.fisher@zylker.com"],
  "replies" : ["Sorry, I'm not sure I can help you with this question. Connecting with an operator now.."]
}

Use Case 3: Bot doesn't know to handle the visitor and forwards the chat to a specific department

Copied{
  "platform": "ZOHOSALESIQ",
  "action": "forward",
  "department" : "3465000000005",
  "replies" : ["Sorry, I'm not sure I can help you with this question. Connecting with an operator now.."]
}

Output: