{"id":2145,"date":"2022-11-08T11:22:45","date_gmt":"2022-11-08T10:22:45","guid":{"rendered":"https:\/\/botnation.ai\/the-advanced-mode-of-escalation-to-human\/"},"modified":"2026-01-02T15:27:47","modified_gmt":"2026-01-02T14:27:47","slug":"the-advanced-mode-of-escalation-to-human","status":"publish","type":"support","link":"https:\/\/botnation.ai\/en\/support\/the-advanced-mode-of-escalation-to-human\/","title":{"rendered":"The advanced mode of escalation to human (Web Chatbot)"},"content":{"rendered":"<p>Live-chat on your web chatbot<\/p>\n\n\n\n<p>Botnation has a human escalation module by default. In short, when the chatbot shows its limits (because it does!), you can propose to transfer the discussion to a human, in the form of live chat. Several users have told us that they want to use live chat 100% of the time, without the chatbot automating the conversations.<\/p>\n\n\n\n<p>\u26a0 Before going further, we clarify that this option is only available for web chatbots \u26a0<\/p>\n\n\n\n<p>We listened to them and deployed an advanced version of this feature. You must have seen this when you went to the \u201cConversations\u201d tab of your chatbot \ud83d\ude09<\/p>\n\n\n\n\n\n<p>We are pleased to announce that <a href=\"https:\/\/botnation.ai\/en\/\">Botnation<\/a> is now a <strong>360\u00b0 conversational platform<\/strong> offering conversation automation (via the chatbot) and instant chat (on the live chat)!<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img fetchpriority=\"high\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-75.png.webp\" alt=\"\" class=\"wp-image-2149\" width=\"959\" height=\"301\"><\/figure>\n\n\n\n<p>In this screenshot, you can see on the left in the circle where :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your conversation history<\/li>\n\n\n\n<li>Managing the escalation to human<\/li>\n<\/ul>\n\n\n\n<p>You can see that you are in the default mode, especially with the names of the users that are not filled in and the notes, functions that are only available in the Premium mode.<\/p>\n\n\n\n<p>Below, we will discover the incredible new features of this advanced version!<\/p>\n\n\n\n<p>First, to access this, we need to issue you with licenses. You need one license per consultant. Since March 2022, these licenses are accessible via any <a href=\"https:\/\/start.botnation.ai\/billing\/offers\">Botnation package<\/a>, except for the former Expert \/ Elite \/ Elite+ offers. If you are still subscribed to these, you will need to update.<\/p>\n\n\n\n<p>Once this is done, we will update your account with the required number of licenses. Let\u2019s go!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h_c405a5d134\">1. Advisor Management<\/h2>\n\n\n\n<p>Once your chatbot is open, go to the \u201cConversations\u201d side tab.<\/p>\n\n\n\n<p>Choose \u201cAdvisor Management\u201d:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-76.png.webp\" alt=\"\" class=\"wp-image-2152\" width=\"955\" height=\"347\"><\/figure>\n\n\n\n<p>The first block is for the administrator account that holds the license. We administer 5 licenses by default.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/premier-bloc-1024x105.png.webp\" alt=\"\"><\/figure>\n\n\n\n<p>The number of licenses granted is displayed in the middle of the page:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-78.png.webp\" alt=\"\" class=\"wp-image-2157\" width=\"955\" height=\"97\"><\/figure>\n\n\n\n<p>Once you have invited your collaborators to participate in the chatbot by sharing<a href=\"https:\/\/botnation.ai\/fr\/support\/partager-les-droits-dedition-et-transferer-un-chatbot\/\"> <\/a>the<a href=\"https:\/\/botnation.ai\/fr\/support\/partager-les-droits-dedition-et-transferer-un-chatbot\/\"> <\/a>rights, you will see them appear in the second block \u201cYour collaborators\u201d.<\/p>\n\n\n\n<p>To the right of each name, a pencil appears. Click on it to edit the information and rights:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Name visible to users: choose the one you prefer<\/li>\n\n\n\n<li>Email is already present<\/li>\n\n\n\n<li>The avatar: upload an image.<\/li>\n\n\n\n<li>\u201cLast activity\u201d and \u201cnumber of messages\u201d will be updated by the system<\/li>\n\n\n\n<li>Licenses: click on the \u201cLivechat Premium\u201d box to grant a license (deducted from your quota)<\/li>\n\n\n\n<li>Enable the \u201cShow discussions where the chatbot has the lead\u201d checkbox if you wish.<\/li>\n<\/ul>\n\n\n\n<p>You can also decide to have your consultants only work on certain pages.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-79.png.webp\" alt=\"\" class=\"wp-image-2159\"><\/figure>\n\n\n\n<p>Each tab corresponds to a site on which the chatbot is connected. If you have only one site registered, as is the case here, then you will only have one tab.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h_4ad3189401\">2. Live chat configuration<\/h2>\n\n\n\n<p>After publishing your chatbot, you will notice that a new tab has appeared with the name of your chatbot:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-80.png.webp\" alt=\"\" class=\"wp-image-2161\" width=\"957\" height=\"389\"><\/figure>\n\n\n\n<p>For the moment, the conversations are anonymized, as on the standard version. We will see how to customize this workspace.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h_4e746e2421\">A \u2013 Assign a first name variable to the chat users<\/h4>\n\n\n\n<p>You\u2019re up and running! The licenses are activated on the advisors, you just have to wait for the conversations to start.<\/p>\n\n\n\n<p>When configuring the chatbot, we advise you to ask for the user\u2019s first name in the first sequences and to capture this information in a variable of type {{PRENOM}} or {{SOCIETE}}. This will allow you to display the first name of your contact person or the company name, which is a significant advantage when you manage several tickets.<\/p>\n\n\n\n<p>Then, click on the small cogwheel, visible on the picture above. This will show you the pseudonym settings:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-81.png.webp\" alt=\"\" class=\"wp-image-2163\" width=\"956\" height=\"388\"><\/figure>\n\n\n\n<p>Click on the variables symbol {\u2026} below the text box and choose your variable {{PRENOM}} :<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-82.png.webp\" alt=\"\" class=\"wp-image-2165\" width=\"959\" height=\"390\"><\/figure>\n\n\n\n<p>Then save.<\/p>\n\n\n\n<p>Now let\u2019s wait for the conversations\u2026<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h_a3cb1c1bc8\">B \u2013 Start an instant chat<\/h4>\n\n\n\n<p>When a transfer to the human is required by the user, you will receive an email and also a notification in your Botnation space. This notification is materialized by a small number in orange showing the number of conversations to be processed.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-83.png.webp\" alt=\"\" class=\"wp-image-2167\"><\/figure>\n\n\n\n<p>It looks like 2 people want to talk to us! These people have also filled in their names and they are brought up by the chatbot:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-84.png.webp\" alt=\"\" class=\"wp-image-2169\" width=\"953\" height=\"407\"><\/figure>\n\n\n\n<p>When a user activates the live chat, you will receive an email at the address you entered:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"blob:https:\/\/botnation.ai\/fda5c444-3603-4c21-819d-c43ab68145fb\" alt=\"\"><\/figure>\n\n\n\n<p>Also, a browser notification will let you know. Remember to accept that Botnation sends you some in your browser.<\/p>\n\n\n\n<p>Finally, each time a counselor receives a message, an audible notification will alert you.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"le-menu-principal\">C \u2013 The main menu<\/h4>\n\n\n\n<p>You can also see that the first green dot \u201cLivechat\u201d displays the live chat conversations. The second one, \u201cClosed\u201d, will show you the closed conversations and the third one, \u201cChatbot\u201d, will show you the automated chats of the chatbot allowing access to the history.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-86.png.webp\" alt=\"\" class=\"wp-image-2173\" width=\"576\" height=\"209\"><\/figure>\n\n\n\n<p>The drop-down menu just below offers to display :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>All conversations<\/li>\n\n\n\n<li>Unassigned conversations<\/li>\n\n\n\n<li>Unread conversations<\/li>\n\n\n\n<li>My conversations<\/li>\n<\/ul>\n\n\n\n<p>By clicking on the desired conversation, the details are displayed on the right panel. You now have access to your user\u2019s application.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-87.png.webp\" alt=\"\" class=\"wp-image-2175\" width=\"959\" height=\"303\"><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"laisser-une-note\">D \u2013 Leave a note<\/h4>\n\n\n\n<p>The message in yellow (1) is a note left by your collaborators. It is visible only to them and you. The user does not have access to it. This is very convenient to leave information to your colleagues!<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"repondre-a-un-interlocuteur\">E \u2013 Responding to a caller<\/h4>\n\n\n\n<p>The caller\u2019s message appears in the white text boxes (2). To reply, go to the text box (3), type your message and click on the \u201csend\u201d symbol. To leave a note, click on \u201cLeave a note\u201d (4). The text box appears in yellow to confirm that it is this private space.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-88.png.webp\" alt=\"\" class=\"wp-image-2177\" width=\"960\" height=\"278\"><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"code-couleurs\">F \u2013 Color code<\/h4>\n\n\n\n<p>In order to make it easier for you to handle large volumes of conversations simultaneously, we have introduced a color code:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The user\u2019s dot is green when the user is logged in.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/code-couleurs.png.webp\" alt=\"\" width=\"601\" height=\"184\"><\/figure>\n\n\n\n<p>The outline of the dot is orange on the avatar when the message has not been answered.<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/Conversations-management.png.webp\" alt=\"\" width=\"598\" height=\"468\"><\/figure>\n\n\n\n<p>When a message is unread, it appears in green.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-89.png.webp\" alt=\"\" class=\"wp-image-2179\"><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"envoyer-des-images\">G \u2013 Send images<\/h4>\n\n\n\n<p>To send an image, click on the corresponding symbol below the text box.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-90.png.webp\" alt=\"\" class=\"wp-image-2181\"><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"la-conversation-cote-utilisateurs\">H \u2013 The conversation on the user side<\/h4>\n\n\n\n<p>Your users will receive the answer instantly. Here is an example of what they will see:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-91.png.webp\" alt=\"\" class=\"wp-image-2183\"><\/figure>\n\n\n\n<p>When the user wants to return to the chatbot, he will click on the button provided for this purpose (which you have previously configured in the escalation to the human). For example, this is the \u201cBack to chatbot\u201d button. Then, the chatbot\u2019s sequences will unfold as you have programmed them.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"cloturer-une-conversation\">I \u2013 Closing a conversation<\/h4>\n\n\n\n<p>On your side, you can close the conversation when you consider it finished.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-92.png.webp\" alt=\"\" class=\"wp-image-2185\" width=\"568\" height=\"430\"><\/figure>\n\n\n\n<p>If you made a mistake, don\u2019t panic! It\u2019s not irreversible \ud83d\ude09<\/p>\n\n\n\n<p>Choose the \u201cClosed\u201d button to access the accidentally closed conversation, then click on the icon at the bottom left and confirm the operation. The conversation will be active again in \u201cLivechat\u201d.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-93.png.webp\" alt=\"\" class=\"wp-image-2187\" width=\"564\" height=\"464\"><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"afficher-les-variables-utilisateurs\">J \u2013 Display user variables<\/h4>\n\n\n\n<p>The side panel opens with the white arrow (circled in red in the screenshot) and displays the user\u2019s variables. Feel free to add his number of sessions, his email or other useful data.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/variables-1024x656.png.webp\" alt=\"\"><\/figure>\n\n\n\n<p>Side panel:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-94.png.webp\" alt=\"\" class=\"wp-image-2189\" width=\"947\" height=\"429\"><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h_8df19357dc\">K \u2013 Assign a conversation to an advisor<\/h4>\n\n\n\n<p>As a general rule, when an advisor takes a conversation, it is automatically assigned to them. Then, each advisor can find his or her current discussions via the drop-down menu provided for this purpose. He can also find those of his collaborators.<\/p>\n\n\n\n<p>When configuring the transfer sequence to the human, Botnation optionally offers you to automatically assign the conversation to an advisor.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-95.png.webp\" alt=\"\" class=\"wp-image-2191\" width=\"525\" height=\"534\"><\/figure>\n\n\n\n<p>The advisor\u2019s avatar appears in the conversation window at the top right when the conversation is assigned to him\/her:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/chatbot.png.webp\" alt=\"\"><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"ajouter-une-note-automatique\">L \u2013 Add an automatic note<\/h4>\n\n\n\n<p>In the Botnation functions present on each sequence, we have added the possibility to leave an automatic note for the advisor.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-96.png.webp\" alt=\"\" class=\"wp-image-2193\"><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/escalade-1024x287.png.webp\" alt=\"\"><\/figure>\n\n\n\n<p>When the conversation starts, the note will appear in the conversation on the advisor side:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/11\/image-97.png.webp\" alt=\"\" class=\"wp-image-2195\"><\/figure>\n\n\n\n<p>You\u2019re ready to get started! This advanced version of the basic module will allow you to efficiently manage dozens and dozens of simultaneous conversations with multiple consultants.<\/p>\n\n\n\n<p>Any questions? Any advice? Any feedback? Join our <a href=\"https:\/\/www.facebook.com\/groups\/BotnationCommunity\" target=\"_blank\" rel=\"noreferrer noopener\">private discussion group<\/a> \ud83d\ude09<\/p>\n\n\n","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false},"categorie-support":[194,221],"class_list":["post-2145","support","type-support","status-publish","hentry","categorie-support-features","categorie-support-web-chatbot-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/support\/2145","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/support"}],"about":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/types\/support"}],"wp:attachment":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media?parent=2145"}],"wp:term":[{"taxonomy":"categorie-support","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/categorie-support?post=2145"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}