Agent Interaction with Bot

Prompt Help
1

I have just created my first chatbot, which I am still training/sorting out. Is there anyway for agent interaction with the chatbot, or is it just user? Basically if a user asked “speak to human” is there a way the message stream can be sent on to a person in my team.

Or, would it be a case of making them contact the office directly/ putting in their contact details for an email back. Thanks in advance!

2

There is no built in “agent handoff” feature inside Pickaxe right now, but you have a few workarounds:

  1. Forward the summary
    You can send the conversation summary to someone on your team using the “Send Email Summary to User” action. Then, through automation like Zapier, Make, or your own webhook logic, you can email or text that summary to a team member and have them follow up.

  2. Trigger contact flow manually
    You can design the bot to recognize “speak to human” and return a message like:
    “Got it. A team member will reach out to you soon. Please leave your name and best way to contact you.” That gives you a clean path to pick up the conversation offline or through a CRM or ticketing tool.

  3. API approach (unsure if this would work but think it would…?)
    If you want a true live handoff system, I think it is technically possible now that Pickaxe supports programmatic interaction through via the API. You would need to:

  • Capture the trigger, like “speak to human”
  • Fire a webhook
  • Notify your team (Slack, SMS, dashboard, etc.)
  • Let them respond through an interface that routes replies back through the same session or chat ID

That is not native yet, but I think it is doable if you build a simple backend to manage chat sessions and route responses into Pickaxe.

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