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# Smart Handoff

# Overview

The Moveworks Smart Handoff enables users to file tickets and start live agent sessions without going to the reference page for simple actions.

1. **In chat ticketing or live agent session will be offered** if
   * **user explicitly asks to file a ticket** (ie "I need to file a ticket", "file ticket for my VPN issue") or
   * **user asks to talk to a live agent** (”live agent”, “need to talk to a live agent”, “need live agent for my issue”)
2. **Pre-populate a predicted draft** of the ticket or live agent request so that the user can simply submit.
3. **Eliminate unnecessary decision making** by showing the handoff destination in chat based on domain prediction.
4. **Remove the additional click of selecting the domain** in the reference page by automatically expanding the predicted domain (if user needs to go there).

For actions that require decision making from the user, we will take them to the **reference page** to modify advanced details that we have predicted (domain, item, priority etc.).

# Description of the experience

* User can **file a ticket or initiate a live agent session** in chat for any one of the **multiple domains.**
  * Moveworks AI Assistant will use domain prediction to predict the domain
* In chat ticketing or live agent session will be offered if
  * **user asks to file a ticket** (ie "I need to file a ticket", "file ticket for my VPN issue")
  * **user asks to talk to a live agent** (”live agent”, “need to talk to a live agent”, “need live agent for my issue”)
* If the user does not provide details of the specific issue, the bot will first ask them for details before routing.
* The Moveworks AI Assistant will present a draft of the ticket or live agent request details and the user can either **submit directly** or **edit details.**
* If necessary, editing of details will happen on the **reference page (*not the UI form*)**
  * Users can edit short description, long description, any configured RTF fields and add attachments on the reference page.
  * The predicted domain's handoff menu will be expanded by default
* If the user **does not explicitly ask for ticket filing or live agent**, and they press `Get help`
  * They will be sent to the reference page (same as today) with the predicted domain expanded on the web page (one extra click eliminated).

# Example Interactions

User files a ticket through chat

![](https://files.readme.io/0184f14-Untitled_14.png)

User starts a live agent chat through chat

![](https://files.readme.io/38ec6d2-Untitled_15.png)

User can edit or add more details to the provided draft

![](https://files.readme.io/c1606c7-Untitled_16.png)

Moveworks AI Assistant shows configured handoff instructions in chat

![](https://files.readme.io/c9b87db-Untitled_17.png)

User can explore all available help options by clicking on the “Other help options” button or the “Get help” link

![](https://files.readme.io/9f64b35-upload.png)

If Moveworks AI Assistant requires more information, it will ask users to add more details

* For example, if there are required fields in Rich Ticket Filling, Moveworks AI Assistant will ask users to add more details through the reference page

![](https://files.readme.io/4655baa-Untitled_18.png)

If user’s question is not supported through a configured handoff domain, Moveworks AI Assistant will ask user to click on “Get Help” as a generic backstop

![](https://files.readme.io/e82992c-Untitled_19.png)

User can always click on “Get Help” link after asking a question

![](https://files.readme.io/9ee1f1f-Untitled_20.png)