Bot Takeover is when your human agent wants to give a conversation back to your chatbot. In this article, we'll share an overview of how to hand a conversation from one of your Zendesk agents back to a bot.
For a bot to take over the conversation from your human agent, you will need to create a connection in the Bot Takeover section which is found in Bot Settings, located in the right sidebar menu.
Go to “Bot Takeover”. Here you will have to add a connection that exactly matches with PassControlEvent and define the destination Module in "Go to". Be aware that PassControlEvent is case-sensitive.
Please see the image below as a reference:
The PassControlEvent is sent automatically by Zendesk when the ticket is closed. Note that by default, Zendesk closes solved tickets after 4 days. If you want the ticket to be closed earlier, you need to create a trigger that closes the ticket once it is solved. Read more in the Zendesk article Managing conversation handoff and handback
The other option to pass control back to the Certainly bot is to send a special Sunshine action message that looks like
%((switchboard:passControl:certainly))%
This message should be sent from Zendesk as a communication from the agent. The end user will not see it; it serves solely as a signal for Sunshine to transfer control back to the Certainly bot.
We recommend saving the string as a Macro in Zendesk so all your agents can quickly select it and avoid typing it in.
Please be aware that every time you make a change related to takeover functionality, you'll need to publish the bot for the changes to be applied in the Zendesk bot.