Here are 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 configured in Alcmeon, add a "Tag Edit" action at this step, select the "Team" tag, and then select the team to route this message to. If you do not do this, this message forwarded to an advisor may not be 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 - manage opening hours

This example scenario branch takes the general principle of the previous example, but adds a " Condition on schedule " step which will allow you to handle a customer message received during your business hours or during your closing hours differently.

Without transfer to an advisor during non-working hours

In the example below, you can see that if the customer sends their message during your closed hours, their message is not forwarded to an advisor. The bot simply tells them to type their question again during your business hours.

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 to indicate to the customer that they will have to wait before receiving a response.