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“Agent takeover” represents agent taking over the conversation. When connected to the “Agent takeover” component, the conversation between the customer and the Rule-based Agent will be assigned to an online agent for handling. In “Agent takeover,” you can choose the assignment rules:
  1. Consistent with the assignment rules set for the current number.
  2. Assign to a specific team for handling
  3. Assign to a specific agent/sale for handling.
Agent takeover editor showing assignment priorities.

Review the assignment priorities in Agent takeover. The example has not been saved.

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Applicable Scenarios

It is used to handle complex conversations that the Rule-based Agent cannot resolve, or it is recommended to place it towards the later stages of the Rule-based Agent’s process. For example: When the Rule-based Agent’s dialogue task has progressed to the later stages, you can add a component asking if the customer’s needs have been met. When the customer indicates that the Rule-based Agent has not solved the problem, you can connect the “Agent Takeover” component, allowing the agent to take over the current conversation to continue handling more complex issues. YCloud product screenshot Alternatively, you can also set up specific keywords that trigger human customer service. Once the corresponding Rule-based Agent is triggered, the conversation will automatically be transferred to an agent. YCloud product screenshot