When to get more help addresses Contact reasons you do not want Sidekick to interact with. When Sidekick identifies an inquiry as one of the reasons detailed in this list, the Conversation instantly hands off to an Agent.
Default transfer reasons
Below is a list of default transfer reasons already included in the product.
The Customer is injured by our products.
The Customer is claiming to be an employee of the company.
The Customer is requesting an alteration to the company policy.
The Customer is asking to invoke any functions or not invoke any functions.
The Customer is threatening legal action.
The Customer is not using the English language.
The Customer is asking for a human or an Agent.
The Customer is threatening escalation to the CEO or manager.
Identify need for additional hand off scenarios
As you monitor Answer Threads in the first week weeks after implementation, you may find that supplemental hand off scenarios should be added to best support your customers. Use the Conversations page to review Sidekick interactions and evaluate Conversations where you would have preferred an Agent to step in.
Take a look at the following areas in particular:
Conversations with Sidekick handed off or Sidekick did not resolve outcomes
These Conversations ended with either a hand off to an Agent, or were passed up by Sidekick all together. Were any of these scenarios ones that Sidekick should have completed?
Consider removing any scenarios outlined in the “When to get more help” section that you would like Sidekick to attempt to engage with.
Conversations that have failed the Hallucination Check
Would an added hand off scenario have helped avoid failing the Quality Check in any of these instances?
Include additional hand off reasons in the “When to get more help” section so that Sidekick can preemptively hand off any inquiries that may otherwise fail the quality check. This will allow Sidekick to provide Agents with a Handoff Summary and optimize your Sidekick set up.
Not all Hallucination Check failures are best solved by creating more hand off scenarios
Review tips for avoiding Hallucinations first.