We are working to build out more chatflows for our various languages around the world so we can deploy a chatbot on our website. In building these out, I have noticed that the handoff on each individual chatflow is being depracated and moved to a global handoff through Customer Agent. While it sounds like an easier idea for maintenance, we fear that we will run into many issues:
- This agent handoff is based on tickets, but we are not creating tickets from our chatbot as these are not service related conversations.
- Being global, we have no way to assign to conversation to the approraite marketer. For instance, someone entering into a conversation in French should only be assigned to our French marketer when the Customer Agent cannot answer their question. We fear that this new method will handoff to anyone who is available, creating more of a bottleneck internally.
Can you please take a closer look at this deprecation and rollback the release of this as there are larger impacts to global organizations. We really like the granular approach to assigning converstaions to users in each individual chatflow as it gives us better control, especially since we are not creating tickets from the chatflow since they are not service related conversations.