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Human Agent Setup

This guide explains how to configure human agents in ConnectNow to handle customer calls and chats that the AI assistant cannot resolve.

Human agents work alongside the AI assistant to ensure customers always receive the support they need.

How Human Agents Are Used​

The AI assistant forwards calls or chats to human agents in the following situations:

  • The AI assistant cannot confidently answer the customer’s query
  • The customer explicitly requests support from a human agent
  • The escalation conditions defined in the AI assistant configuration are met

When escalation occurs, the full conversation context is shared with the human agent.

Call and Chat Distribution​

Calls and chats are assigned to human agents using a round-robin mechanism.

This ensures:

  • Equal workload distribution
  • Fair assignment across all available staff
  • No single agent is overloaded

Using Yourself as a Human Agent​

If you do not have dedicated staff, you can act as a human agent yourself.

  • The account owner can install the ConnectNow mobile app
  • Set the profile status to Online
  • Receive incoming calls and chats directly

No additional hiring is required to use this feature.

Mobile App Requirement​

To receive customer calls and chats, human agents must:

  1. Install the ConnectNow mobile app
  2. Log in using their ConnectNow credentials
  3. Set their profile status to Online

Only agents who are online will receive incoming interactions.

Working Hours Configuration​

If working hours are configured for team members:

  • Calls and chats are routed only during the configured time slots
  • Outside working hours, the AI assistant continues to handle enquiries
  • Human agents are not disturbed outside their scheduled hours

Callback Handling When Agents Are Busy​

If all human agents are busy or unavailable:

  • The AI assistant automatically registers a callback request
  • Customer details and conversation context are saved
  • Team members can contact the customer later

This ensures:

  • No missed enquiries
  • No lost leads
  • Continuous customer engagement

Adding Team Members​

You can add human agents from the ConnectNow dashboard.

Steps to Add a Team Member​

  1. Navigate to Dashboard → Team Members
  2. Click the Add button
  3. Enter the following details:
    • First Name
    • Last Name
    • Email ID
    • Password
    • Confirm Password
  4. Select a role:
    • Admin
    • Staff
  5. If Staff is selected and departments are configured:
    • Choose the appropriate department
  6. Click Submit to create the user

Roles and Departments​

Admin Role​

  • Full access to dashboard settings
  • Can manage AI assistants, team members, and configurations

Staff Role​

  • Limited to handling calls and chats
  • Can be assigned to specific departments for better routing

Department-Based Routing​

Departments help route calls and chats efficiently.

Example:

  • Kids
  • Gents
  • Ladies

If a customer enquires about a specific category, the AI assistant can forward the interaction to agents assigned to the relevant department.

Agent Onboarding Flow​

Once a team member is added:

  1. The staff member logs in to the ConnectNow mobile app
  2. Sets their profile status to Online
  3. Becomes eligible to receive calls and chats
  4. Starts handling escalated interactions from the AI assistant

Best Practices​

  • Keep agent duties clearly defined in AI assistant configuration
  • Assign departments where applicable
  • Monitor agent availability and working hours
  • Ensure at least one agent is online during business hours
  • Review callback requests regularly

Next Steps​

After setting up human agents:

  • Test AI-to-human escalation
  • Verify call and chat routing
  • Proceed with end-to-end testing and go-live

Additional testing and optimization guides are available in the next section.