Nextiva CX - Transitioning from Chatbot to Agent

Every message exchanged between your chatbot and a customer will be neatly documented in the Unibox. This allows you to track the entire conversation history, even if you don't actively participate in every chat.

End of Chatbot Flow

When a customer reaches the end of your chatbot's conversation flow (meaning there are no more nodes to interact with), you have two options:

1. Continue the Conversation: If the chatbot was designed to gather information or provide basic assistance, you can simply review the interaction history and decide if further action is needed.
   
   
2. Take Over the Chat: If the customer requires more personalized assistance or the chatbot couldn't fully resolve their issue, you can seamlessly take over the conversation at any point by replying directly in the Unibox. This overrides the chatbot and allows you to provide a human touch.

NextivaCX gives you the flexibility to decide how and when you engage with customers during chatbot interactions. Whether you want to monitor conversations passively or actively participate, the Unibox provides the tools you need to deliver exceptional customer service.

XBert Tips:

• The Unibox is your central hub for all customer interactions, including those with your chatbot.
  
  
• You can review chatbot conversations even if you didn't directly participate.
  
  
• You can take over any chatbot conversation at any time by replying in the Unibox.