Managing conversation handoff and handback

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12 Comments

  • William Flaugher

    Are you able to clarify what happens if a ticket is handed off to an agent outside of business hours? I can see the option to configure a path based on whether or not it's inside/outside business hours, but there's no clarification on what happens after the handoff. Does it just become a ticket in the queue, rather than a message notification in the upper corner?

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  • Christine
    Zendesk Engineering
    Hi William,

    When a message is sent on the widget outside your business hours and "Transfer to agent" step is added to your bot flow, a ticket is created that goes to your unassign tickets queue and a notification is also visible on the top right of the Support page showing that there's a ticket that came in. Agents will have to manually pickup those tickets from the queue, unless you have configured custom routing rules using Trigger or Automation.

    See Understanding what happens to messaging requests by default.
     

    Incoming requests for agent assistance from the messaging channel have a simple, functional routing process.

    • Customers are handed off from Answer Bot to the Agent Workspace. No information is collected through custom ticket fields.
    • Tickets are not assigned to any agent or group, and appear in two default views, Unassigned tickets and All unsolved tickets.
    • A notification is broadcast to all agents, informing them that a request has been received.
     
    Hope this clarifies!
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  • tushar kalra

    After the ticket is marked as closed, How do we prompt the bot again for the customer. 

     

    Basically when the customer comes back again for second time, how do we give him the same experience as the first time. We want the bot greeting message with start options to come again for the customer after the ticket is marked as closed. 

    Please note i am using authenticated customers, so there is no option for new conversation here. 

     

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  • Rad
    Zendesk Customer Care
    Hi Tushar,
     
    I saw the ticket you created with the same question and already responded to it. We can continue working on the initial ticket. Please check your email! 
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  • Ben

    I have a question about the trigger to close the ticket. 

    What is the reason to first assign a tag and then have the trigger fire when the ticket is tagged?

    My current solution is a trigger that fires on Messaging and WhatsApp tickets when the ticket status is set to "Solved". It then sets the status to "Closed". So far it seems to work just fine, but would there be any reason to not do it like this?

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Ben,

    Yes, your trigger should work as well considering you're not waiting for a CSAT score from your customer.

    Using the trigger that is based on a tag allows you to add a tag anytime you want the ticket to be Closed. This trigger comes in handy if you are utilizing CSAT for your Messaging channel and you want to wait for the survey response before closing out the ticket. 

    If you are using CSAT to gauge customer satisfaction in messaging, it’s important to note that the survey is sent immediately when the ticket status is set to Solved. If you are using CSAT surveys, we recommend that you keep at least a small time buffer between solving and closing a ticket, to avoid any conflicts. 

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  • John Polanek

    I have the same question as someone above, that was not answered. I will copy what they wrote below.

     

    After the ticket is marked as closed, How do we prompt the bot again for the customer. 

     

    Basically when the customer comes back again for second time, how do we give him the same experience as the first time. We want the bot greeting message with start options to come again for the customer after the ticket is marked as closed. 

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  • Neil
    Zendesk Customer Care
    Hi John,
     
    Once the status is closed and when the customer begins a new conversation, Answer Bot becomes the first responder again.
     
    Note, as mentioned in this article.  The Answer Bot does not automatically send the first message in a subsequent conversation. The returning customer must send a message to initiate a response from Answer Bot and Answer Bot will attempt to find a conversational shortcut. respond according to normal free-text entry behavior
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  • Maxim Nikolenko

    I would appreciate if you could suggest some workaround for the following scenario

    1. Customers uses a messaging widget for a self-service - the bot suggests some quick hints and solutions, they search for articles in KB. 
    2. They encounter a problem and report it. Bot tries to pass the problem to a live agent. The agent notifies the user that the problem is being under investigation and there is an open/pending ticket. Such ticket can stay in this status for a several days
    3. All this time the user can neither search for data in the KB (through widget), nor communicate with the bot, nor report a new problem, because all new messages will be sent to the same ticket. But the second problem may have a different context, it may be handled by a different department. 

    It turns out that for the Messaging channel you can only have one unclosed ticket at a time. 

    Is there any way to "unlink" a ticket from the messaging channel so that it would be linked, for example, to an Email. For example via API/Macros/Triggers

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  • Dane
    Zendesk Engineering
    Hi Maxim,

    You can refer to this comment by our Product Manager.
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  • Jacques Abecassis

    Two part question:

    - Is Zendesk able to handoff an answer bot conversation into another bot solution?

    - If so, is it able to do the handoff on basic messaging or do you require Advanced messaging with SunCo. to execute?

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  • Remi
    Zendesk Customer Care

    Jacques Abecassis

    Thanks for your message, hope you are doing well today!

    To answer this : 

    • Is Zendesk able to handoff an answer bot conversation into another bot solution?

    Yes, this is feasible as Messaging is running on Sunshine Conversation "engine" and thus through Smooch API, you may have a look here : Handover with the switchboard, to learn more about it and in depth. 

    • If so, is it able to do the handoff on basic messaging or do you require Advanced messaging with SunCo. to execute?

    Even as Zendesk "licensed" user you can still access and use Smooch APIs,  although the endpoint might differ, feel free to check here as well : 

    If you are a licensed Zendesk customer, use the following API host:

    https://<subdomain>.zendesk.com/sc

    Hope this helps / clarifies it! Have a lovely rest of your day.

    Best regards,

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