I wish there were a way to customize the message that the AI ChatBot sends when it doesn’t know an answer and initiates transferring to a human. It’d be great to be able to edit it the same way we would for the initial message!
Hey @MKuechler
While creating a chatbot in HubSpot you can route conversations to your team members and they can directly talk to chatbot visitor
Kindly go through this article here: Create a rule-based chatbot.
Thanks, @Gaurav_Aggarwal! With our team structure, it’s not realistic for us to be able to get back to them quickly enough that the transfer message from the agent makes sense. It’s a bummer because I want to feel like we’re able to set expectations on how soon we’ll get back to them. For example, it would be ideal for us to say something like, “I’m not sure about that! Let me send a ticket to the Support Team so they can assist you further.”
@MKuechler We are the exact same, whilst we have ‘live chat’, we don’t operate in the way hubspot operates theirs, our live chat is another avenue for a client to submit a ticket within our software without having to go to email, so we too need a way to be able to edit the messages the AI bot sends when transferring to an agent … i.e. ‘one of the team will be in touch within a couple of hours’
I totally agree. It would be great to see the AI chatbot operate in a similar way to the Knowledgebot. For example:
- The AI chatbot tries to answer the question >
- Customer indicates they are not satisfied with the answer >
- AI bot offers ‘ask another question’ or ‘chat with someone’ >
- The customer chooses ‘chat with someone’, and team member is available within the Help desk, a live chat is created as per the current design.
- OR Customer chooses ‘chat with someone’ and all team members are unavailable in the Help desk, the customer sees a pre-designed flow similar to the existing Knowledgebot flow design:
Note that this flow would operate in the same way whether the IP address is known/linked to a customer or not. For example, if Hubspot recognises the customer IP address, the AI bot would still ask the customer for their email address to raise a ticket.
@MKuechler @LCunningham1
Completely agree! Customizing the transfer message from AI bots to reflect team availability or response time, like “We’ll respond within X hours” or “A ticket has been submitted,” would improve transparency and enhance customer experience. It’s a small but impactful change HubSpot should consider!
Completely agree ! we were excited to try the AI chatbot, but were disappointed to find that there’s no option for users to submit a ticket if they don’t get the help they need. This includes cases like reporting a bug or sharing feedback with our team.
It would be very helpful if HubSpot could add an option for users to create a ticket directly within the AI chatbot, or at least route them to a standard chatbot if they’re not satisfied with the AI’s response.
The current workaround—having users fill out a form like “Report a Problem”, is less efficient, adds extra steps, and may lead to longer response times, ultimately impacting user satisfaction.
@wqayam they have recently made updates which allows you to customise your hand off message, so if the client is not getting the answer they need from chatbot they can transfer to agent. Albeit, not a form they fill in it can still transfer into your inbox for human touch and be converted to a ticket from there (all our conversations automatically convert to tickets).
You can also set trigger words or phrases which automatically transfer to human rather than be dealt with by the bot.