Escalating to a Live Agent as a Customer
1min read
Summary
This guide explains how customers can use the Brainfish widget to escalate their conversation from the AI to a human agent.
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When to Use This
Customers use this when the automated responses do not resolve their inquiry or when they specifically request human assistance.
Step-by-Step Instructions
- Open the Brainfish widget on the website.
- Type a request indicating the need for human help, such as "Can I talk to human".
- The widget will display the next best action, which is the handoff action configured for your account (e.g., "Speak to Expert").
- Click on the Speak to Expert action.
- The widget will notify the user that a human representative has been requested and that they will be connected shortly.
Common Questions
- Does the customer have to type a specific phrase? No, any phrase indicating a desire to speak to a human will typically trigger the escalation option.
- How does the customer know they are being transferred? A message will appear in the chat stating that they are being connected to a support agent.
Troubleshooting Tips
- If the escalation option doesn't appear, try rephrasing the request to make it clear that human assistance is needed.