The Agent experience for Sidekick Answer Threads is no different than a non-Answer Threads Conversation, with the entire interaction with the Customer visible within the Conversation Timeline.
If Answer Threads cannot respond accurately or if a transfer is initiated based on configured transfer reasons, the Customer will be connected to an Agent, and the Customer can continue their Conversation with a human Agent.
Take a look at the elements in the Conversation Timeline below, which depict an interaction in which Answer Threads engaged first and then handed the Conversation off to an Agent when it’s unable to provide an accurate reply.
[A] – The routing event indicates that Sidekick (App) has engaged with a Customer.
[B] – Sidekick responds to the Customer using information stored as Public Answers, reviews Advice and Transfer Reasons configured.
[C] – The Customer responds to Sidekick, which SIdekick determined it can’t respond accurately.
[D] – Because Sidekick determined it cannot provide an accurate response, it sends the “One moment please” message, which they are routed to an Agent.
[E] – Before Sidekick routes the Customer to an Agent, it provides a summary of the Conversation, as well as recommended next steps the Agent might take.
[F] – The routing line indicates that the Conversation has been handed off to an Agent, who converses with the Customer like any other Conversation.
Review the Conversation Timeline before responding to the Customer
All responses that Sidekick provides to the Customer are detailed in the Conversation Timeline. Be sure to look over Sidekick’s previous engagement to avoid the need for Customers to repeat themselves. Consider the summary generated by Sidekick for greater context about the automated interaction as well as suggested next steps an Agent may take once the Conversation has been handed off.