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By using the Watermelon Human handover, you can automatically forward messages to other software when a handover occurs from the AI Agent to a user.

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What is the Human Handover?

The Handover refers to the moment when the AI Agent is transferred (handover) to an agent or a team, and the Zap is initiated. In other words, there is a trigger when a handover takes place.

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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.
1

Open Human Handover in Watermelon

Go to Situations and go to Human Handover.
Handover Menu
2

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.
Handover Outside Business Hours
3

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.
Handover Instructions
Be aware that after the Handover your Agent has left the Chat. You can include this information in the instructions above.
4

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.
Handover Trigger
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.

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2. 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.
1

Open Zapier in Apps

In Watermelon, go to Apps and open Zapier.
Zapier Integrations
2

Select App and workflow

In the next screen select Create from scratch at the bottom of the page.
Zapier Create From Scratch
3

Connect Watermelon to Zapier

Zapier will open in a new screen, it should show as the image below.
Click Select to connect Watermelon to Zapier.
Forward Conversations Email Connect Pn
4

Add API Keys

A new screen will open where you need to add API keys.
Forward Conversations Email Zapier Api Keys Pn
5

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.
Zapier Api Key
Zapier Create Api Key
6

Test connection

In Zapier, click on continue to test the connection with Watermelon.
Forward Conversations Email Api Key Test Connection Pn
You need a conversation in your inbox to test this step. Follow these steps if no conversations are handed off:
  1. Open your Chat Widget
  2. Start a conversation
  3. Use the Trigger word you set up in step 1 of this article.
  4. After the conversation is handed off in Watermelon, click Find new records in Zapier. Your new conversation should show up.
7

OPTIONAL: Add AI by Zapier

AI by Zapier is a paid service, you can also skip this step and load the full message payload into the email.
Click on the plus button to add an extra step and select AI by Zapier.
Forward Conversations Email Extra Step Pn
8

Set up AI by Zapier

  1. In the input field, click on the Plus button and select Message payload.
Forward Conversations Email Input Field Pn
  1. Add the following prompt:
    Get the details from the Message payload
    Forward Conversations Email Prompt Pn
  2. At Output fields, click add field. Give the fields a name and select the field type. Repeat this for all desired data.
    Forward Conversations Email Output Field Pn
  3. Click Generate preview to see the outcome of your prompt and click Finish.
    Forward Conversations Email Preview Pn
9

Connect your app of choice

Select your app of choice to connect, choose the Action you’d like to execute e.g. Create ticket, send email or create contact.Which action you choose depends on how you want to follow up the chat.
10

Test step

Click on Continue and test the email step.
11

Publish workflow

When the email is received correctly, you can Publish our workflow by clicking Publish.

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Testing

Open your AI Agent in a Chat Widget and send the Handover trigger which you set up in Watermelon. If all goes well, the desired data should now appear in the selected tool. Congratulations! Your handover trigger is complete!
It is not possible to test the Handover in the Playground.