How does Zoho SalesIQ support hybrid support models (human + bot)?
SalesIQ’s hybrid approach includes:
Bot-First Routing: Let bots answer simple queries and escalate complex ones to agents.
Workflow Builder: Define when human handoff should occur based on user responses or intent.
Agent Monitoring: Human agents can watch ongoing bot chats and intervene if needed.
Bot Personalization: Bots can use CRM data to make the conversation more natural.
Fallback Handling: Automatically reroute if the bot fails to understand the query.
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