Transfer
What is a transfer?
A transfer is when a chatbot sends you to talk to a real human instead. This happens if the chatbot can't fully help with your problem or question.
Why are transfers used?
Transfers allow you to get help from a person when the chatbot has reached its limits. This may be for very complex issues, personal situations that need a human touch, or if you get frustrated with the chatbot.
How transfers work?
If certain things you say trigger a transfer, the chatbot will connect you to talk to a live agent. The chatbot shares your whole conversation details with the agent first. That way, the agent knows what you've already gone through and can help you faster, without you repeating everything.
Transfers make sure you can still get expert help when the chatbot can't resolve your problem on its own. The chatbot simply passes you to a human when needed.