How to set up human intervention rules

Human intervention rules tell the agent when to stop and hand the conversation to a person.

Where to find it: sidebar → Agent → Human intervention rules → Manage rules

Default rules

Request to speak with a human is always on: it has a lock and can't be turned off. You can turn the other default rules on or off.

Steps: create a rule

1. Click Agent in the sidebar.
2. In the Human intervention rules block, click Manage rules.
3. Click Add rule.
4. Write the Rule name. E.g. Collective agreement (CCNL) questions.
5. In Description, explain when the rule should trigger. E.g. If the candidate asks about pay, gross annual salary (RAL) or the collective agreement.
6. Save.

What happens when a rule is triggered

1. The agent stops.
2. A request is created in Intervention requests, with status Pending.
3. From then on, you handle the chat.

See How to handle a human intervention request.

Good to know

• You can turn each rule on or off, except Request to speak with a human, which is mandatory. A deleted rule is removed from all agents in your organization.
• If no rule is active, the app shows No active rules.
• Write the condition as if you were explaining it to a colleague.
• Keep Request to speak with a human and Protected categories on: they help you handle cases protected by law in a compliant way.
• When a rule is triggered, the human intervention request notification goes to the campaign owner and all its collaborators.
• New or edited rules apply to new conversations, not to ones already in progress.