The Agent experience for Answer Threads is no different than a non-Answer Thread Conversation with the entire interaction with the Customer is visible in the Conversation Timeline.
If Answer Threads hands off an interaction — whether due to an inability to respond accurately or based on configured transfer reasons — the Customer is routed to an Agent The Customer can then continue their conversation with the Agent.
Take a look at the elements in the Conversation Timeline below that depict an interaction where Answer Threads engaged and then handed the Conversation off to an Agent.
[A] – Routing line indicates that Sidekick (App) has picked up the Chat.
[B] – Sidekick responds to the Customer using Public Answers, Advice and Transfer Reasons configured during the Answer Threads set up.
[C] – The Customer sends a reply that warrants a hand off to an Agent.
[D] – Sidekick sends the “One moment please.” message, before completing the hand off.
[E] – Sidekick provides a summary of the Conversation with the Customer, as well as recommended next steps the Agent might take.
[F] – Routing line indicates that the Conversation has been handed off.
Consider the Self-Service Summary for greater context about the automated interaction as well as suggested next steps an Agent may take once the Conversation has been handed off.
