In the following you will find some examples you can use to add them to your scenario using the Bot Editor.

Transfer to an advisor - simple example

Typically, at the end of a scenario, you'll need to forward the customer's last message to an agent so they can respond from the Inbox . This branch of the scenario can also be directly linked to the "Unexpected Text" step.

To do this, use the following sequence of steps:

A - Connect your scenario to the input of this step. If you have already asked the customer to type their question, connect directly to step C. 

B - This step waits for the customer to type a message. If you have already asked the customer to type their question, connect directly to step C.

C - This action step will mark this message as being displayed in the “Received” tab of the inbox for advisors, even if the bot replies to this message from the customer afterwards (which will be the case in step D).

Please note: If you have multiple teams set up in Alcmeon, it's essential to add a "Tag Edit" action at this step. Select the "Team" tag, and then choose the team to which this message should be routed. Failing to do this could result in the message not being seen by the correct advisors!

D - The bot will respond to the customer to confirm that their message has been received and transferred to an advisor.

E and F - These two steps allow you to handle the case of a customer who, following the bot's response sent in step D, types one or more new messages. Since there is no need to repeat "Thank you, an advisor..." for each of these messages, these two steps handle all the customer's future messages and "silently" transfer them all to an advisor.

Transfer to an Advisor - Managing Opening Hours

This scenario branch enhances the standard advisor transfer by incorporating a " Condition on schedule " step. This allows your bot to handle differently a customer message received depending on the time of reception (during your business hours vs during your closing hours).

Without Transfer to an Advisor During Non-Working Hours

The example below demonstrates that no transfer to an advisor will occur for inquiries made outside business hours. The bot will simply ask them to re-submit their question during regular business operation times. 

With Transfer to an Advisor During Non-Working Hours

Here, the idea is to transfer the customer's message to an advisor, even during non-business hours, but it will also inform the customer that they will experience a delay before receiving a response.