Handovers
General introduction
Solvemate Handovers allow you to connect chatbots with your existing support environment. All handovers can be configured easily, connected with the solutions of your choice and tailored to the specific contact reason. That way you can offer the best and most efficient support channels to your customers.
graph LR; A["Handover Configuration"]-- Enables -->B["Components"]; B["Components"]-- Connects -->C["Solutions"];
| Terminology | Explanation |
|---|---|
| Handover Configuration | The configuration holds the configuration like API keys, agent routing or phone numbers. |
| Component | A component implements a handover configuration and defines the appearance like texts or form fields that will be visible in the chat. Multiple components can use the same Handover Configuration. |
| Linking | You can link components with your solutions. A solution can have any number of components. |
Fallback: A component can be set as “Fallback”. Fallback Components will be presented to the chatbot user if the bot could not provide any satisfying solution to the user.
Channels: Some handovers will only work on specific channels, e.g. a browser-based live chat can be run in our Chat Widget but we cannot load it into WhatsApp.
Our Integrations
We have integrations with many systems. We are constantly extending our partnerships, so let us know if your preferred system is not yet supported.
| Handover | Description | Support Channels |
|---|---|---|
| You can build custom forms, link them with solutions and forward the form submissions to your email account. | all | |
| Phone | You can create multiple phone numbers and link them to solutions. Users will be able to call the phone number from within the chatbot. | all |
| Zendesk Tickets | You can build custom forms and link them with solutions. Form submissions will create new tickets in your Zendesk. | all |
| Zendesk Live Chat | You can configure live chat integrations and link them to solutions. Users will be offered the option to start a live chat if an agent is available. Access Zendesk JavaScript API via Zendesk Chat SDK. |
Chat Widget |
| Zendesk Sunshine Chat | You can handover conversations to an agent on all support channels of Zendesk Sunshine, such as the Sunshine mobile messenger or WhatsApp. Available soon. Let us know if you are interested! |
Zendesk Sunshine |
| Salesforce Cases | You can build custom forms and link them with solutions. Form submissions will create new cases in your Salesforce Service Cloud. | all |
| Salesforce LiveAgent | You can integrate with your chatbot with Salesforce LiveAgent and link it to solutions. Users will be offered the option to start a live chat if an agent is available. | Chat Widget |
| Freshdesk Tickets | You can build custom forms and link them with solutions. Form submissions will create new tickets in your Freshdesk. | all |
| Freshchat | You can integrate Freshchat with your bot. Users will be offered the option to start a live chat if an agent is available. Coming soon. Let us know if you are interested! |
Chat Widget |
| RingCentral Engage Digital Chat | You can handover conversations to an agent on all supported channels of RingCentral Engage Digital, such as the RingCentral mobile messenger, facebook messenger or WhatsApp. | RingCentral |
| RingCentral Engage Digital Live Chat | You can integrate the live chat of RingCentral Engage Digital with your chatbot. Users will be offered the option to start a live chat if an agent is available. Coming soon. Let us know if you are interested! |
Chat Widget |
| Facebook Messenger Chat | You can handover conversation to an agent on facebook messenger. | Facebook Messenger |