Handover to operator

This feature transfers the conversation from the automatic assistant to a person on your team. You need it when the user has a complex request or wants to speak with a human.

How it works

The system hands over to an operator when the user explicitly asks for it or when the assistant cannot find the answer in the sources. For example, if a customer asks: "I want to change my booking time for tomorrow at 3:00 PM" and the assistant does not have access to do it, your staff steps in.

The end user sees a message notifying them that an operator will take over the request. If the handover happens outside the office hours you set, the assistant informs the user that they will be contacted as soon as possible.

What you need to do

1. Define the availability hours of your staff.
2. Choose who receives notifications for operator handovers.
3. Monitor chats via the management panel or the app to respond in real time.

What glacom® does

glacom.AI manages the handover trigger, sends immediate notifications to your team and archives the conversation history in conversazioni so the operator already knows what was said.

Limits

The assistant cannot "force" the operator to respond: if your staff is not online or does not see the notification, the user will remain waiting. The system does not manage complex work shifts or priority queues between different operators.

Frequent problems

• The operator is not receiving the notification? → Check the push notification settings in the app or emails.
• The bot hands over to an operator too often? → Update the information in conoscenza to cover recurring doubts.
• What happens if the operator closes the chat? → The assistant can resume management if configured to do so.

From the app

You can respond to chats in real time and close the manual assistance session.