Suggested by Anis Baranes – New
To enhance user experience and improve the efficiency of the interaction process, we propose expanding the message triggers within the system. Specifically, we suggest adding notifications for the following events:
Pre-Connection Notification: Notify the user when a conversation window is opened before an agent has joined the chat. This helps manage user expectations and prepares them for a wait.
Bot Start: Send a notification when a bot starts interacting with the user, allowing users to understand that they are communicating with automated assistance.
Bot End: Notify users when a bot finishes its interaction and the conversation is transitioning, giving them clarity on the next steps.
Bot-to-Agent Handoff: When a bot hands off the conversation to a human agent, a notification should inform the user that a human agent is now taking over, ensuring smooth continuity in the interaction.
By expanding the notification triggers to cover these events, we can ensure better communication and transparency between users and the system, ultimately improving user satisfaction and reducing friction during interactions.