There are times when a user feels stuck in a conversation with a virtual agent or expresses a desire to speak with a human agent. In such a scenario, a reliable course of action is to seamlessly transition between a bot and a human agent. To leverage the incredible synergy between a chatbot and a human agent, a lot of our customers are using our various agent handover providers that enable them to create stellar conversational experiences with ease.
With our latest release v4.16, Cognigy's native Salesforce Integration has been upgraded to allow you to swiftly transfer a user from the bot to a live agent in the Salesforce Service Cloud Console. By using the Handover Node and configuring the Handover settings, a human agent handover can be established with just a few clicks, resulting in a seamless user experience.
Watch the video below to see how the new Salesforce Handover Provider makes it easier than ever to connect end-users with live agents.
So, what’s needed for this integration?
If you want to delve deep and understand more about Integrating Live Chat Handover with Salesforce Service Cloud, visit the comprehensive Help Center Article.