Move from AI to human interaction

Wishlist AI Chatbot
14

Dear friends, we’d really appreciate your feedback on a couple of ideas related to this request!

We’re currently exploring the “Move to Human Interaction” feature, but before making any updates, we want to make sure we hear your thoughts.

Our vision for the feature

  • We are not planning to create a separate interface to directly connect to the AI Chatbot for now. This approach is quite complex, and we feel it may not be the best direction to pursue, though it’s something we could revisit in the future.

  • Instead, we like the idea of incorporating functionality from our All-In-One Chat widget. This would enable users to easily switch to another communication channel with a real person, like WhatsApp, when needed.

With that in mind, we have a few questions for you!

Our questions to discuss with you

  1. When should we offer the option to switch to other channels?

We are considering several scenarios:

AI assistant can’t answer a question

Currently, the assistant suggests contacting by email or phone, but we could also offer buttons for switching to WhatsApp or other channels.


Dislike rating of the AI assistant’s response

We are planning to add a Rate option, where users will be able to like/dislike the responses of the AI assistant. You can upvote this idea here - Let website visitors rate the response of the AI Assistant 👍🏼👎🏼

If a user dislikes the response, the assistant will offer the option to connect with a human representative.


Always show the buttons

This might lead users to switch to WhatsApp by default, resulting in a delay in response time and possibly lower conversion rates.


User asks to contact a real agent

If a user requests to speak with a real agent, the assistant will provide options to contact a live person via channels like WhatsApp, email, etc.

Do any of these options seem more user-friendly, or do you have other ideas? We’d love to hear your thoughts :slightly_smiling_face:


  1. What other channels, besides WhatsApp, should we offer?

For example, Telegram, email, callback requests, Instagram DM, etc. Which options would be most useful to your audience?


Guys, please share your thoughts in the comments — we look forward to your feedback :wink: