✉️How to intervene in the robot-client dialogue

In this article, we will look at working with transferring chats to an operator and manual intervention in Selarti's operation.

How to write in an existing dialogue

To clarify the bot's response to the client, you can write a message directly in the dialogue. In this case, the bot does not stop participating in the conversation, and you can clarify something. After that, you can close the messages, and the dialogue will continue without your participation.

To do this, go to the "Chats", find the desired dialogue and open it, then write a message and click on the paper airplane icon to send.

How to transfer a dialogue to a human

Dialogues can be transferred in two ways — using the automatically assigned Sellarti tag "Transferred to" or manually; the bot will not respond to the client while this tag is set.

Automatic dialogue transfer

To set up automatic transfer, go to the "AI", select a previously created or create a new artificial intelligence and select 'Professional settings'.

In the central part, in the dropdown list, select the function "operator", if necessary, clarify its functionality — you can specify in free form in which cases the dialogue should be transferred to the operator. After that, select 'Add function' section and click “Save”.

After this setup, Selarti will assign the hashtag "Transferred to" to suitable dialogues, and they can be easily sorted in the section "Chats".

To find chats that need a response, go to the section "Chats" and in the left dropdown list select the hashtag "Transferred to operator". After that, you will see all dialogues marked with this tag.

Manual dialogue transfer

To manually take a chat for the operator, go to the section "Chats", select the necessary one, then in the upper right of the dialogue open the burger menu, select the hashtag "Transferred to", then click “Save”.

AI will no longer respond in this dialogue.

How to transfer the dialogue back to the bot

If you have finished working with the client and the AI can answer further questions itself — transfer the dialogue back so the client receives a prompt response.

Go to the section "Chats", select the necessary one, then in the upper right of the dialogue open the burger menu, remove the hashtag "Transferred to", then click “Save”.

After removing the hashtag, the bot will again respond in this dialogue.

Why messages may not be sent

If in the dialogue with the client you see a cross ❌ to the right of the message, it means:

• The account is blocked or access is lost.

• The client has added the dialogue to the blacklist.

• The session for response in waba (the interface for working with WhatsApp) has ended.