[tawk.to] Apollo AI tips - Chat transfers, Escalations and more

[opace]

Thanks @Ralph,

I appreciate the response but it doesn’t address some of the most important points I’ve raised:

@Ralph

• If the user is interested in our services, say, "For this, you would need to get in touch with our team. You can click the button below to be transferred to an agent, or if it is outside of business hours, you can leave us a note.
  [option] Transfer me to an agent
  [option] I am happy to leave a note ‘’
• After answering the visitor’s inquiry, add to the end of your message: “[option] How do I get started?”

If you read my message “BASE PROMPT + TRIGGERS AND/OR SHORTCUTS” you’ll see that I have already tried this. Can you please respond to the other points raised here as they explain why this process doesn’t work effectively.

@Ralph

By default, AI joins the chat instantly before the incoming chat notification can ring. If the AI is to work alongside human agents, we typically add a ~20-second join delay, allowing the notification to ring so human agents can react to the chat.

Thanks, this does seem to work and I now get notified on the desktop app as soon as the chat is initiated.

@Ralph

Transfers Outside of Business Hours
For this, we would add a button to help users get unstuck if they request a transfer in the middle of the night, something along the lines of “Transfer is taking too long,” and link that button to a follow-up Shortcut with a resolution. This can inform the user about business hours, provide an email/phone number to reach out to, or a form to fill out.

I have already tried this, please see below:

As you can see, there are a couple of issues:

a) Not a major issue, but the AI reply actually includes the ‘[option]…’ in the reply as well as showing the buttons.

b) This relates to my lead capture queries, but if we follow this process, the visitor is left hanging mid confersation after completing the form and there is no proactive follow up from the AI Assistant. A good visitor experience here would be something like “Thank you for supplying your contact info [name], is there anything else you need?”. However, even if the user manually types a message after completing the form (which I don’t think most would), the AI Assistant doesn’t even know their name despite the Name field being sent in the form response.

If you could respond to points 1. a to c fully, I think this would help.

Regards,
David

[opace]

@Ralph, here is the other screenshot for context:

[Ralph]

Hello again,

1. This is a formatting issue, there needs to be an empty space after the options bracket.
   
   Base Prompt instructions can help explain to AI how to use the [option].

2. Submitting a form does not prompt AI for a response, only messages sent in chat do. This typically is the logical conclusion for the conversation. It’s not possible to follow up a form submission with a trigger.

3. AI Does not see details from the submitted form or Contact attributes from CRM. It can only see text that is part of the actual chat transcript.

4. For lead capture, an alternative to forms would be asking qualifying questions one by one and sending the resulting transcript to email via Mail Notifications. This would not update the CRM, but it would make for a more organic conversational flow.

If there are any other points that I have not addressed, please send a list of the remaining questions you have.

Best regards,

[opace]

@Ralph

This is a formatting issue, there needs to be an empty space after the options bracket.

I’ve not manually added this, it’s coming from the suggested message setting:

Currently I don’t have any “[option] …” shortcuts added within my prompt.

@Ralph

Submitting a form does not prompt AI for a response, only messages sent in chat do. This typically is the logical conclusion for the conversation. It’s not possible to follow up a form submission with a trigger.

I would disagree. In any implementation of a submission form, the user can normally configure what happens next (e.g. a redirect to a confirmation page, a thank you message, etc). In this case, as it’s happening during a chat (at a point to be decided by the user), surely we should have control over what happens next. Ideally, this would be a continuation of the chat, shortcuts, triggers, etc. or at least more control over the message so it’s not just “Your request has been sent”.

@Ralph

AI Does not see details from the submitted form or Contact attributes from CRM. It can only see text that is part of the actual chat transcript.

This seems like an oversight given this is a live chat and it should be aware of what’s happening in the conversation (including what gets logged to the CRM) as part of the dialogue?

Even the pre-chat provides context to the AI chat as it adds something like this after the form has been submitted:

Name: John Smith

This way, it at least knows how to address the visitor.

@Ralph

For lead capture, an alternative to forms would be asking qualifying questions one by one and sending the resulting transcript to email via Mail Notifications. This would not update the CRM, but it would make for a more organic conversational flow.

I appreciate this is an alternative but this doesn’t seem like a good solution and wouldn’t work for us.

Surely, the idea here is to have a fully integrated CRM and Live Chat similar so that contact data can get logged/used during the chat, similar to how it works with other solution providers?

Regards,
David

[Ralph]

Hello again,

In the screenshot you sent, it appears that there are four buttons from Shortcut and two additional buttons for transferring too long and leaving a message, which comes from Base Prompt.
This is likely caused by conflicting instructions and the behavior toggle that allows the AI to revise shortcuts.

I am here to explain what is possible with the current version of our tool.

The points you raise are valid, and we will consider them for future updates.

Best regards,