Summary
In this article you can read about the Transfer Settings of your AI chatbot. You may find all the available Transfer Willingness options listed along with their function allowing to transparent and easy choosing to suit your customer support needs. Additionally the article contains a description about the Transfer Destination options you can select, and all the necessary details about the Transfer Message.
Setup Milly Section
You can find the Setup Milly section by clicking on the AI Chatbot option in your Help Desk menu.
After clicking on the AI Chatbot option, the first section that comes up is Setup Milly.
Milly Transfer Settings
Transfer Willingness
In this Setting option you can adjust how assertively Milly should work through cases before handing them off. There are two Description Rules for what each approach means in practice.
Continue: When the AI chatbot should carry on with the given conversation with a customer.
Transfer: When should the AI Chatbot transfer the communication to a human agent.
Available Transfer Willingness options
Capture: If you choose this Transfer Willingness option, your AI Chatbot will reply briefly and let your customers know that their case can be transferred to a live agent.
Natural: Selecting this option will result in your AI chatbot aiming for a balanced handling. This means that after the necessary information is gathered, it may transfer the conversation right away if needed.
Deflect: If you set this option, your AI Chatbot will continue to handle the customer's inquiry and will not transfer the conversation to the Support Team.
Custom: Here, you can add custom settings that will dedicate the transfer willingness of your AI chatbot.
Transfer Destination
Here you can choose whether, besides arriving in your SAAS First Inbox, the chat messages and emails should also be delivered elsewhere. You can integrate your Freshdesk Inbox by entering your API key and domain, and you can choose to receive your customers’ messages via email as well.
Transfer Message
In this section you can enter you customized message which will be sent by your AI Chatbot for the customers when their conversation is being transferred to a human agent. Also by enabling the Office hours feature, you may let your customers know the time when your Support Team is available specified with the time zone they are in.
Here you may find more information about how to set up your AI chatbot:
