Classic live chat with the bot feature

Dear all.

I have a suggestion that I believe would be very helpful for everyone. It would be convenient if the chatbot flow could be built in a way that it hands off a chat to live chat (classic widget) when the customer wants to speak with an agent immediately. While messaging is asynchronous, there are some businesses where customers want to speak to an agent right away.

Although leaving a long, detailed answer with the bot may inform the customer that an agent will eventually see the conversation and respond, the messaging format gives the impression that customers can speak to an agent immediately. If they do not receive a reply, they might try to contact the respective support again and again until they get a response.

This could create extra workload for agents, as customers are not being put into a queue until an agent accepts the chat, and they cannot cancel the chat. This could lead to the chat conversation remaining open, and the customer might create 4-5 conversations with messaging as they become impatient.

My suggestion is that a bot flow is created where, whenever the customer wants to speak to an agent, the chat is handed off to live chat (classic widget). Alternatively, an API call could be created, allowing the customer to select to speak to an agent within the bot builder, which would then transfer the chat to live chat. This way, agents and customers can speak in real time rather than asynchronously.

Thank you for considering my suggestion.