Handover
Moveo allows you to transfer the conversation to a live agent when necessary. This can be useful if the AI Agent does not understand the user's questions or if the user brings up a sensitive topic.
To perform a handover, you need to add the handover action in the dialog. You can find all conversations where the AI Agent has left the chat and have not been assigned to an agent in the Live chat menu, under the Unassigned section.
- Dialog
- Chat
- Live chat
External handover
You can choose which Zendesk department handles the conversation when the handover action is triggered. To do this, copy the department ID from the Zendesk integration settings and paste it into the department_routing field of the handover action in the dialog.
| Zendesk Departments | Dialog |
|---|---|
 |  |
You can also choose to hand the conversation over to Facebook Messenger by enabling the respective field in the dialog.