Working with the resolution plan
Take over a conversation from the chatbot or voicebot
What service agents see and do after the handover from the bot
Tip
In chat and on the phone, a bot conducts the conversation first: a smart AI agent talks live with the customer and executes actions the customer agrees to. If the conversation is handed over to a service agent, they work without a resolution plan: AI agents are suggested to them and approved individually.
When the bot hands over
- Chat: The bot hands over when the customer wants a service agent or the bot cannot resolve the request – provided the setting Transfer to human agent possible is active for the chatbot. If nobody is available at the moment, the chat waits in the queue. In the website chat, the customer can instead be asked for an email address for a later reply, if this is set up and the customer has not yet been identified.
- Phone: The voicebot forwards the call if this is allowed in the call flow.
- In the event of a technical error, enneo also hands the conversation over to a service agent.
What is visible after the handover
| Element | Content |
|---|---|
| Handover in the history | A marker in the conversation history shows at which point the conversation passed from the bot to the service agent. |
| Conversation history | Everything the customer and the bot wrote or said. The bot's tool calls appear in the history as collapsed System message entries (see Observability). |
| Summary | For longer conversations, enneo creates a short summary so that the entire history does not have to be read. |
| Takeover message | Enneo suggests a short message to the customer with which the service agent takes over the conversation. It is worded by the AI from the conversation so far and is ready as a draft. |
| AI agents | On handover, enneo analyses the conversation again. Suitable AI agents are suggested. |
Approve AI agents
After the handover there is no resolution plan. The suggested AI agents appear individually in the AI Agents section and are reviewed and executed individually – just as before the resolution plan was introduced.
What the bot has already done
Actions the bot executed in the conversation are already in effect:
- Chat: The bot executed them at the customer's request.
- Phone: The voicebot executed them immediately.
The system messages in the history show which actions these were. After a phone call, enneo also adds the voicebot's tool calls to the ticket as AI agents.