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Skill Transfer

Skill Transfer Module: Friendly Configuration Guide

Hello! Welcome to the Skill Transfer Module configuration. This tool allows your bot to transfer a conversation to a specific group of agents with particular skills (like "sales" or "technical support"). It's like telling your bot: "Call the experts on this topic." You configure everything in a simple window, without any programming knowledge needed!

What does the Skill Transfer Module do?​

The Skill Transfer Module tells your bot:

  • Which group of agents (or "skill") to transfer the chat to.
  • To keep the conversation active while transferring to that group.

You'll configure this in a popup window with two easy options to choose and complete.

Step-by-Step Configuration in the Popup Window​

When you open this tool, you'll see a window titled "Skill Configuration" that appears from the bottom. Here's how to use it:

1. Choose the Skill​

  • Where: The dropdown menu below "skills".
  • What it does: This defines which group of agents the chat is transferred to (for example, "Sales" or "Technical Support").
  • How to set it up: Click on the menu and select a skill from the list that will appear (these are defined by your team in the system). It's mandatory to choose one!

Example: Select "Technical Support" if you want the chat to go to that team.

2. Name Your Module​

  • Where: The "Name" text box.
  • What it does: It's a label to identify this module (like "Transfer to Support" or "Handoff to Sales").
  • How to set it up: Write something short and clear that helps you remember it. It's mandatory!

Example: Write "Transfer to Support" to know what it's about.

3. Save Your Configuration​

  • Where: The "Save" button in the bottom right.
  • What it does: Saves the instructions for the bot to transfer the chat to the chosen group.
  • How to set it up: Click "Save". If everything is correct, you'll see a message saying "The skill transfer has been changed" and the window will close. If something is missing, it will ask you to complete it.

Tip: Make sure you've selected a skill and written a name before saving.

What Happens When It Runs?​

  1. The bot identifies the skill you chose (like "Technical Support").
  2. It places the chat in a "queue" (or pool) for that group of agents.
  3. The conversation stays active and waits for an agent from the group to take it.

Practical Example​

Imagine your bot helps in an online store and needs to transfer a chat to support:

  1. You open the "Skill Configuration" window.
  2. In the "skills" menu, you select "Technical Support".
  3. In "Name", you write "Handoff to Support".
  4. You click "Save".

Result: When the bot reaches this module, it transfers the chat to the "Technical Support" group and an agent from that team can continue helping.

Simplified Special Tricks​

Seamless Transfer​

  • What it does: The chat doesn't close, it just gets passed to the group of agents you chose.
  • How to set it up: You don't need to do anything extra, just save the skill and name.

Example: The customer continues chatting without noticing the handoff.

Custom Skills​

  • What it does: You can choose between different agent groups based on what you need.
  • How to set it up: Use the dropdown menu to select the skill that your team has already defined.

Example: "Sales" for product inquiries, "Support" for technical issues.

Troubleshooting Tips​

  • Can't save? Make sure you've chosen a skill from the menu and written a name.
  • Chat not transferring? Confirm that the skill you chose exists in the system (ask your team if you don't see the correct options).
  • Success message not appearing? Check that everything is complete before saving.

That's it! You've configured your bot to transfer chats to the right experts. Choose the skill, write a name, save, and watch how the bot passes the baton smoothly. If something doesn't work as expected, check the options or ask for advice from whoever manages the skills in your system. Happy transferring!