Human Handover via Zapier is available on the following plans: Advanced, Business and Enterprise.
- Advanced/Business/Enterprise plan
- Admin rights for API keys
- Zapier paid plan
- Access to email account
1. Set up Human handover
Start by setting up Human Handover in Watermelon. The Handover is needed so the Agent knows in which cases the Agent needs to forward conversations. The handover triggers the automation in Zapier which forwards the conversation to your email.How does handover work?Agent collects details → customer types trigger → Human Handover fires → Zapier sends email.
Allow Human Handover outside office hours
Decide if you want to forward conversations outside office hours. If you turn on the toggle, conversations outside business hours will also be forwarded to your email.
Add instructions
To manage expectations for the end-user, you can add instructions for the Agent what it needs to say during/outside office hours. Example:
Your request has been submitted. Our team will reach out as soon as possible.
Create Trigger
To technically trigger the handover, we need a code word. We call this code word a trigger. When a customer types this trigger, the message is automatically forwarded.Click Create to create a new Trigger and select new in the dropdown menu.Suggested trigger: Submit request.
It’s important to choose a trigger sentence which is not used in conversations often. Otherwise the automation might be triggered without all necessary data.
2. Write instruction
Now the Handover is set-up, you need to make sure the Agent collects all needed information, before forwarding the conversation.Create new Instruction
In the Agent settings, go to Instructions and click Create to create a new instruction.
Write instruction
Write an instruction where you explain the following to the Agent:
- In which case does the Agent Handover the conversation.
- Add a list of all items the Agent needs to collect before the handover.
-
Lastly add the Handover trigger. This trigger should be the same combination of words you used in the set up of the Handover above.
Example:
When someone asks for an offer, you ask the following details from the customer:
- Name
- Email address
- Phone number When you received this information, you ask the person to write Submit request. This way, an employee can reach out.
3. Create automation
Now everything is set up in Watermelon, we can create the automation in Zapier. This automation will make sure your chats will actually be forwared to your email.
Select App and workflow
In the next screen, select the App you use for email. Also select the workflow: hand over conversation agent in Watermelon and send email. If this workflow does not pop up, select Create from scratch.
Connect Watermelon to Zapier
When you click use this workflow or Create from scratch, Zapier will open in a new screen.It should show as the image below. Click Select to connect Watermelon to Zapier.
Create API Key
In Watermelon, go to API keys and click Create to create a new API key.Give the API Key a name and make sure to select Read and write. Read and write permissions are needed so the API can collect and use the correct details.Add the keys to the Zapier fields.
Set up AI by Zapier
- In the input field, click on the Plus button and select Message payload.
-
Add the following prompt:
Get the details from the Message payload
-
At Output fields, click add field. Give the fields a name and select the field type. Repeat this for all desired data.
-
Click Generate preview to see the outcome of your prompt and click Finish.
Set up mail connection
Select your email provider. At Action event, click Send email.In account connect your email adress by logging in at your provider
Configure email
Now you are going to configure your email settings.
-
Add to/from addresses:
- In the To field, add the email address where the emails should be send to.
- In the From field, add the email address of the sender. Best is to use an exsisting email address. Otherwise your emails might end up in your Spam folder.
-
Add Subject and body
- For the Subject, choose a subject which makes clear to the receiving party what needs to be done. Example: New chat via Watermelon
-
In the Body field, write the email you want to receive.
If you click the plus button, you can add the Output fields from AI by Zapier. Add the Message Payload to include the entire conversation.
Hi, A new chat came in via Watermelon. Please follow up the request. Name: [Name] Email: [emailaddress] Phonenumber: [phone number] Chat conversation: [message payload]