Sometimes, Zoko AI may not be able to answer every customer query. In such cases, you can automatically assign the chat to a human agent, ensuring that customers continue to receive the support they need without any interruption.

To do this:

1. Go to All Features and click on Zoko AI.

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2. Select Guru.

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3. Click on Settings.

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4. Under If Guru tries and cannot resolve a chat, enable the toggle, click Select Agent/Team, and select the agent or team to whom chats should be automatically assigned.

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5. Click on Save Changes.

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Similarly, you can configure the same setting for Sello by navigating to Zoko AI >> Sello >> Settings and enabling the If Sello tries and cannot resolve a chat option, and selecting the agent or team to whom you want the chats to be automatically assigned.

Note: Only chats that the AI bot is unable to resolve will be automatically handed over to the selected agent or team.

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Keywords: Assign chats to agents, Auto assign chats, Guru chat, Sello chat, Zoko AI, Chat routing

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