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.
Channel compatibility

     

Output

Web/MobileFacebookInstagramWhatsAppTelegramLINE

Syntax:

Copied{
  "action" : "forward",
  "replies" : ["Your text here"]
}
Copied​{
  "action" : "forward",
  "replies" : ["Please wait, I'm connecting you to an agent"]
}

Use Case 2: Bot forwards the chat to a specific agent.

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

Use Case 3: Bot forwards the chat to a specific department.

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