The Handover to Human Bot (Convo Module) enables you to respond manually via live chat, email and/or Facebook Messenger to queries from customers that Maisie was not able to answer via your website Convo Flows. It's also a great way to capture more email and Facebook Messenger subscribers.\
This bot can be added at any point in a Convo Flow.
If you enable the live chat option and a customer clicks on it, a live chat window will open so they can start a chat directly from your website.
If the customer clicks the email option, they will be asked to provide their email address and submit their query directly within your Chat Window. An email will be sent to you with the customer query and email address. All you need to do is hit reply, type your response and hit send and your response will be emailed directly to the customer.
If you enable the Facebook Messenger option and a customer clicks on it, they will be asked to connect their Messenger inbox by clicking Facebook's Send to Messenger button that is shown in the Maisie Chat Window message. After doing this the welcome message you specified above will be sent by Maisie. The customer will then be able to respond to the message and continue the conversation from their Messenger inbox. A person doing this will also be subscribed to your Facebook Business Page. You will receive an email notification from Maisie that a query has been submitted as well as a notification from Facebook that you have a new message (if you have these notifications switched on in your Messenger account).
P.S. If you’d like Messenger notifications for your store on your mobile device it’s a good idea to download the Meta Business Suite App (download from the App Store or Google Play).
Follow the steps below to customise the Handover to Human Bot for your store.
Visit the Convo Modules main screen using the navigation on the left of your Maisie Dashboard.
Click the edit icon on the right of the Handover to Human Bot.
The Handover to Human Module Chatbot tab will be displayed by default.
On the right, in the preview window, you can see the messages and Quick Reply options for this convo module.
Please note that if you have not connected your Facebook Business Page the Facebook Messenger option will be disabled on your Handover to Human bot. If you do wish to offer Facebook Messenger as a communication option and build your Messenger subscriber list, visit the Integrations screen on your dashboard to connect your Facebook account.
Should you not wish to offer any particular communication option, please do not delete it from this convo module. You can delete it later from within your Convo Flows.
If you’d like to make any changes to the Message Text hover over the item you’d like to change and click the edit (pencil) icon.
If you’re not familiar with how to do this please read our Maisie Chatbot Builder tutorial before continuing.
Change the message text by changing the text in the text editor in the middle of your screen then click the Save button at the bottom.
If you have enabled communications via Facebook Messenger by connecting your Facebook Business Page, click the Messenger tab to edit the welcome message you'd like Maisie to send people when they opt in to ask you a question and chat via Facebook Messenger.
You’ll notice the {firstname} variable in the message. Please do not delete this as Maisie will auto-insert into the message the customer’s first name as provided by Facebook.
Click the Save button on the bottom once you're happy with your changes.
Finally, if you'd like to change the email address to which any customer queries submitted via this bot are sent, please select the Merchant Email tab, edit your email address and click the Save button at the bottom.
If you make changes to the the Message Text in this Convo Module please note that any Convo Flows already using the Handover to Human Bot will not be updated. However, any changes made to the message that is sent to the customer in Messenger will be updated in all Convo Flows using the Handover to Human Module. You can update your Convo Flows by deleting then reinserting your Handover to Human Bot (Convo Module) as per these instructions.
