From Voice you can refer calls to a human online agent so that they continue to assist your user, in the same voice format. That is, it does not refer the automated telephone conversation to text interaction channels but to other voice channels.
The different possible reasons for applicable referral are:
- Evasive
- Equal responses: if the bot gives consecutive identical responses to different interactions, it can be understood that it is not correctly understanding the query, so the session ends up being derived.
- Preloaded intents that include the built-in bypass plugin.
And the data needed to make the derivation are:
- If you implemented the IP PBX connection type, we would need the extension number that will receive the referral.
- If the connection was made through a virtual number, the telephone number that will receive the referral will be needed. We request this data in the Connection Workbook when you start the channel creation process and depending on the type of referral, there may be an additional charge.
| ℹ️ To find out if there are additional charges associated with the use of shunts, we recommend checking with your Aivo team (CSM/OB/AM). |
Key info
● By default, the message about support hours is only presented at the time of referral and is configured in the Settings -→ Transferred section of Agentbot. If you want to give advance notice, you can add it to any response.
● In turn, you can refer the call to diverse groups, depending on the type of question, creating the specific transfer that refers to the corresponding group.