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Chatbot and operator in the same chat

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Marco Nasuelli

Gepostet 02. Feb. 2023

Hello everyone! 

As a zendesk partner, we have integrated a chatbot on the chat channel. Specifically in the web widget, which is the native chat.

When the bot fails to help the end user it exits the chat and transfers the same chat to a human colleague in some department.

Sometimes, however, the bot transfers the chat but remains in the same chat together with the operator. So when the user writes to the human colleague he gets a response from both the bot and the human colleague. 

How can I solve this problem?

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    Cedric Mathias

    Hey Marco 

    Can I know like which chatbot are you using?

    Is it Zendesk's Sunshine Conversations?

    Have you tried Kommunicate, they provide seamless integration of AI chatbots with Zendesk so you dont have to face the same problem again.

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