Prerequisites
Before configuring the human takeover flow:
- ●Active BotSailor Account: Access to the BotSailor dashboard.
- ●Connected Channel: A Facebook Page, WhatsApp, Telegram, Instagram, or Webchat widget connected under Connect Account / Chatbot Manager.
- ●Team Members Assigned: Agents added under User Management / Agency Settings to handle incoming human chat assignments.
Step-by-Step Configuration Guide
Step 1: Open Chatbot Manager
1 Log in to your BotSailor dashboard.
2 Go to Chatbot Manager and choose your connected channel/page.
Open BotSailor Chatbot Manager and select the connected channel or page to configure Chat with Human.
Step 2: Open Flow Builder
1 Navigate to Bot Reply in the left menu.
2 Click Create to start a new flow, or select an existing flow to edit.
Open Bot Reply and create or edit a chatbot flow in the BotSailor Visual Flow Builder.
Step 3: Set Up User Trigger
Configure how users request a human agent:
- ●Option A (Trigger Keywords): Open the Start Bot Flow node and add keywords like human, agent, support, or representative.
- ●Option B (Interactive Button): Add a button named Talk to Agent to an existing text message block.
Configure trigger keywords or a Talk to Agent button to let users request human assistance.
Step 4: Attach the "Chat with Human" Action Node
1 Drag an Action block from the left panel onto the Flow Builder canvas.
2 Link the output point of your keyword trigger or button to the input of the Action block.
3 Click the Action block settings and choose Chat with Human (or Pause Bot Reply).
4 Click Save Changes.
Connect the trigger to the Chat with Human action to pause automated bot replies and enable human takeover.
Step 5: Test and Verify the Flow
1Send Trigger Keyword: Open your messaging app (Facebook Messenger, WhatsApp, Instagram, or Telegram) and send your trigger keyword (e.g., human or agent) to your bot.
2Verify Bot Pause Status: Confirm that the bot sends your automated acknowledgment message and stops replying automatically to subsequent messages.
3Check Shared Inbox: Log in to your BotSailor dashboard, click Shared Inbox in the left sidebar, and filter by Paused to verify that the conversation appears
Testing the "Chat with Human" Trigger Keyword in Messenger
Test the Chat with Human trigger in Messenger by sending a keyword such as “human” and verifying the handoff.
Managing Paused Conversations in BotSailor Shared Inbox
Check the BotSailor Shared Inbox to find conversations paused for human agent assistance.
Common Troubleshooting
Bot continues replying after the user requests a human agent: Check that the trigger keyword or button is directly connected to the Chat with Human action block and save the flow.
Human agent does not receive the conversation: Check team member permissions under User Management and verify the Shared Inbox filter is set to Paused / Human Interventions.
Chat with Human trigger does not work: Review the configured keywords or Talk to Agent button and confirm they are connected to the correct flow.
Conversation remains paused after the agent finishes: Open the conversation in Live Chat / Shared Inbox and click Resume Bot.
Automated acknowledgment message is not sent: Add an acknowledgment message before the Chat with Human action to inform the user that an agent will assist them.
Agents cannot manage incoming human chats: Check the team member setup and ensure the assigned agents have the required access to handle incoming conversations.
Next Steps
Once you have configured Chat with Human in BotSailor, you can further improve your customer support workflow with these options:
- ●Assign Conversations to Team Members: Route paused customer conversations to specific agents based on your support workflow.
- ●Create Automated Handover Triggers: Add keywords, buttons, or chatbot conditions that automatically transfer users to a human agent.
- ●Use Shared Inbox: Monitor and manage human-assisted conversations from the BotSailor Shared Inbox.
- ●Resume Bot Automation: Allow agents to click Resume Bot when the human conversation is complete so automated replies can continue.
- ●Improve Customer Support Flows: Combine chatbot automation with human assistance for complex questions, sales inquiries, and personalized support.
Using these steps, you can create a smoother workflow that combines automated chatbot responses with real-time human support.
