The When to get more help tile provides Gladly AI with a list of scenarios that automatically escalate the Conversation to an Agent. A list of default hand off scenarios are built in, though new hand off reasons can be added or modified within the When to get more help tile. We suggest following guidelines as you add conditions, in order to set Gladly AI up for success.
General tips when creating new hand off scenarios for Gladly AI
Treat each additional hand off statement as supplemental to built-in transfer conditions. Learn about how to identify the need for handoff scenarios.
Avoid duplicating existing built-in transfer conditions.
When adding a new condition, do not prepend the condition with a dash (i.e. – The customer reached out about a damaged item).
Tips for customizing the handoff message
The handoff message dictates what Gladly will say to the Customer when it passes the Conversation to an Agent. Handoffs can occur due to a planned transfer condition or a failed quality check.
The goal of the handoff message is to indicate to the Customer that Gladly will escalate their inquiry to the team for further assistance. Keep the following in mind if you choose to customize the verbiage:
Use language that makes it clear to the Customer there may be a momentary wait before they receive a response (i.e. “Hang tight! Someone from our team will get back to you soon.”)
Provide an expected timeline, if possible, to set expectations with the Customer.
Clarify that Gladly is transferring the Conversation to an Agent (i.e. “One of Brand Ambassadors will help you with this shortly.”)
The handoff message is required and cannot be removed from the workflow
Gladly will default to “One moment please” unless the message is adjusted within the When to get more help tile.