What it can't answer comes to you, with the reason.
It never guesses. It hands the conversation over with the reason and a summary, and stays quiet once you've replied.
Handed over, with the reason.
It tells you why it stopped.
Every hand-over carries its reason: they asked for a person, it had no answer in what you taught it, or they sent an attachment. You see it before you open the chat.
It never guesses.
When your knowledge has no answer, Felesh says so instead of making one up. The conversation comes to you with a suggested next step.
When you join, it goes quiet.
After your first reply, Felesh stays out of that conversation, apart from one last holding notice to the customer. The thread stays yours.
Or hand it over yourself.
Take any conversation from Felesh with Hand to human, and give it back with Return to bot. It all stays in the same thread.
From a question it can't answer to your reply.
Five steps, in this order.
- 1 Queue
Two groups, one glance.
Conversations Felesh is handling sit in one group. The ones waiting for a person sit in Awaiting you.
- 2 Reason
Open it and see why.
The reason and a conversation summary are at the top, so you don't have to read the chat to know where it stands.
- 3 Next step
And what to do next.
When it had no answer, or got an attachment, it also suggests the next step.
- 4 Join
Reply, and it steps back.
Answer the customer yourself. From your first reply, Felesh stays out, apart from one last holding notice.
- 5 Manual
Or take over yourself.
Hand any conversation to a person when you decide to, and return it to Felesh when you're done.
Where this does the most.
Noah writes on WhatsApp at 21:40 and asks to speak to a person. He lands in Awaiting you with the reason, so the first thing you read is what he wants.
Reason · Asked for a humanSee the playbook →Maple Studio asks on your website chat whether a quote includes tax, and your answers don't say. Felesh doesn't guess. The question comes to you with a summary and a suggested next step.
Reason · Knowledge gapRyan Adams sends a file in your website chat. Felesh can't read it as an answer, so the chat comes to you with the reason and a summary.
Reason · Sent an AttachmentSee the playbook →What the hand-off does not do.
And what happens instead.
- It does notIt does not make up an answer.InsteadWhat it wasn't taught comes to you, with the reason.
- It does notIt does not notify you.InsteadThe conversation waits in Awaiting you. Check your inbox for it.
- It does notIt does not suggest a next step every time.InsteadWhen someone asks for a person, the reason is the whole message. A suggestion comes with a knowledge gap or an attachment.
- It does notIt does not keep replying after you join.InsteadFrom your first reply it stays out, apart from one last holding notice, until you hand the conversation back.
When does it hand a conversation over?
When someone asks for a person, when it has no confident answer in what you've taught it, or when they send an attachment. You can also hand any conversation over yourself.
Will it make up an answer instead?
No. It says it doesn't have the information and offers a person. The conversation then comes to you with the reason.
How do I find out something is waiting?
It moves to Awaiting you in your inbox. Felesh doesn't send you a message about it, so that's where to look.
What happens after I reply?
Felesh stays out, apart from one last holding notice to the customer. If you want it back, use Return to bot.
Can I take over a conversation Felesh is handling?
Yes. Use Hand to human on any conversation. It stays in the same thread, and Return to bot gives it back.
Hand it the work. Keep the decisions.
Hand Felesh the work you've been carrying?14 days free, no card. Everything that needs your call still waits for your yes.